Program/Project Manager – Customer Experience

Title: Program/Project Manager – Customer Experience

Location: San Antonio, TX 78215 (Hybrid 2 days a week)

Duration: 12 Months Contract

Lead and provides proactive services to project teams, business customers, process management teams, and management with a focus on facilitating effective planning and oversight of projects, establishes collaborative and strong relationships with operational leaders and decision makers throughout the organization to promote the practice of sound project management principles and methodologies to plan, oversee and document all aspects of the specific projects assigned.. Responsibilities may include working in various departments. Focuses on tactical aspects of projects through the evaluation of job costs, productivity improvement and process efficiency associated with work performed. Communicates effectively with internal and external customers at all levels of the organization. Participates in strategic team efforts and the development of departmental goals and objectives. Management of project deliverables, including satisfaction of scope requirements, cost/budget adherence, schedule management, risk evaluation and mitigation, and quality management.

Tasks and Responsibilities

• Provides leadership and manages initiatives according to the organization’s project methodology.
• Ensures that projects meet expectations regarding schedule, budget, scope and quality through metrics and benchmarking.
• Leads multiple, cross-functional projects and initiatives.
• Develops and submits business cases for projects.
• Develops solutions to critical business issues and presents alternatives.
• Ensures the integration of sound project management principles and practices into all projects.
• Oversees projects and coordinates activities of project teams.
• Performs functions such as project management, program management, strategic planning and/or resource planning and budgeting.
• Facilitates teams, including team chartering, group problem solving and/or process improvement work.
• Leads business teams and activities related to improvement opportunities, including leading current state process discovery sessions, gathering requirements, modeling processes, analyzing impacts, and supporting the implementation of improvements
• Researches, analyzes, and creates current and future business process designs, capability maps, work flows, and data flows
• Participates in the roll out of new processes or process improvements providing presentations, training, workshop coordination or other such efforts
• Develop detailed scoping and other project related documents as required for successful handoff of business design and requirements to project teams
• Performs analysis of project data.
• Monitors risks, issues and decisions related to business process design and engages in resolution as appropriate
• Generates reports and data.
• Develops and maintains documentation and inventory of business processes and other associated project documents
• Effectively communicates issues and recommends strategies and tactics.
• May develop procurement and technical specifications for vendor or contractor services.
• May coordinate field activities as assigned.
• Performs other duties as assigned.

Minimum Qualifications

• Bachelor's Degree in Business, Finance, Mathematics, Engineering or related field from an accredited university or relevant work experience can be substituted in lieu of degree
• Demonstrated ability and desire to coach and mentor individuals and teams to achieve increased competencies and effectiveness levels.
• Demonstrated ability to facilitate team building with employees across various disciplines and at all levels, including ability to engage people in productive activities without formal authority.
• Manage all phases of a project following established methodology with a considerable amount of autonomy
• Previous working experience with responsibility to corporate initiatives, employee programs, corporate affairs, project management, or a related role.
• Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling

Preferred Qualifications

• Project Management Professional (PMP) Certification
• Demonstrated expertise in managing complex projects and fostering strategic collaboration with executives at all levels, including C-suite leaders, to achieve organizational goals and objectives.
• Excellent problem solving and thought leadership skills; able to quickly understand the big picture, but also to “dive deep” when appropriate.

• Excellent communication skills, both written and verbal, with customers, business leaders, and management.
• Proactive leadership with ability to identify risks and problem-solve and routinely communicate status (positive or negative).
• Sense of urgency; drives to a successful conclusion.
• Strong people and leadership skills with bias for a collaborative working style.

Working Environment

Work is performed both indoors and outdoors. Requires use of personal computing equipment, telephone, multi-functioning printer and calculator. Employee may potentially be exposed to outdoor weather, wet or humid conditions, noisy and dusty environment. Ability to travel to and from meetings, training sessions or other business-related events. After hours and weekend work is required on an occasional basis.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Recruiter Details:

Name: Raviteja Yarram

Email: raviteja.y@ustechsolutionsinc.com

Internal Id: 25-42199