Customer Experience Operations, Pm

Full Time • Tx, TX, United States of America

57,473 - 72,773 (Yearly) Added 1 day, 17 hours ago

Summary

LOCATION

Not specified

QUALIFICATIONS

College degree with 5-7 years of project management experience, strong operational understanding of telecom practices, effective communication skills, and proficiency in Microsoft Office. PMP certification is desirable.

RESPONSIBILITIES

Gather direction, set plans, manage projects focused on customer experience, communicate with stakeholders, resolve problems, analyze performance data, and ensure smooth transitions for customer onboarding.

INDUSTRY

Telecommunications and Cloud Networking

SHORT DESCRIPTION

Manage customer experience projects by improving internal processes and customer satisfaction while collaborating with cross-functional teams to enable best practices and operational excellence.

GTT provides secure global connectivity, improving network performance and agility for your people, places, applications, and clouds. We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.

We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services. Our customers benefit from a customer-first service experience underpinned by our commitment to operational excellence. For more information on GTT, please visit

www.gtt.net

Role Summary:

The CX Operations, PM role will be responsible for gathering direction, setting plans, orchestrating, and delivering given strategic initiative(s) and business outcomes related to customer (internal and external) satisfaction across the lifecycle. Projects could be identified through direct customer feedback or overall CX Continuous Improvement needs. Ensures end results are of the highest quality with a clear scope, quantifiable business value and benefits. Creates and engages cross-functional, high performing teams. Facilitates appropriate communication channels within project team and leadership team, with emphasis on status, risk and issue mitigation. Applies PMO methodologies to support the complexity and needs of the specific project, phase and technical needs. Provides project team up to date visibility of milestones, deliverables, critical path, activities, and tasks. Supports change management, stakeholder training plan, financial spend, financial forecasts and other needs of the project to deliver the expected goals and objectives.

Job Scope/Supervision:

This role is a mid-level role within Customer Experience PMO. The CX Operations, PM will have the knowledge and experience to work independently and escalate or engage peers, as necessary. Completes assignments using established guidelines, procedures, and policies. Work in partnership with regional Go to Market Teams and Operational departments. This role will project manage and administer project plans in coordination with ePMO peers. This role will work closely with CX Designer peer to ensure current and future state are documented and understood from the customers POV, ultimately driving enablement and adoption of best practice. This role will oversee and manage projects that are focused on improving and enabling the business through the customer experience. This role will own feedback loop closure with customers and documentation. Your role will involve working closely with customers, internal teams, and vendors to identify, analyze, and resolve problems through continuous improvement. Takes work direction and priorities set by head of CX Operations.

Duties and Responsibilities:

Has very effective communication techniques and knows how to establish relationships with peers, internal teams and customers alike.
Must exhibit a strong operational understanding of how telecom practices work from Pre Sales through Billing
Building, and developing, strong relationships with IT and Operations in order to ease the pains of transforming the business
Help implement customer requests flowing smoothly into and through the life cycle
Become extremely proficient regarding all GTT systems and processes that impact servicing the customer.
Leading and managing projects to optimize operations, improve internal and customer experience, or manage cross-functional projects.
Preparing and presenting status reports and overseeing the execution of specific goals and objectives
Data Analysis and Collection
Collecting, analyzing, and reporting on performance data to monitor progress and identify areas for improvement.
Utilizing performance management tools and systems to track progress against goals.
Streamline client onboarding processes, handover processes, usage of service and engagement into company, including but not limited to, escalation paths and effective communication paths.
Coordinate with sales and customer teams to ensure a smooth transition of accounts into the company
Identify bottlenecks in the onboarding process and devise solutions
Understand customer requirements and ensure they are met

Required Experience/Qualifications:

College degree and 5-7 years professional level experience with 0-1 years supervisory experience for roles with supervision; or 9+ years professional level related experience with 0-1 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related experience required.

6-8 years of project management experience
Understanding of value drivers in recurring revenue business models
Effective and confident decision-making skills based on business principles.
Experience in collaborating and guiding cross-functional teams (e.g., Sales, Product, Marketing, Service Delivery)
Experience presenting or communicating in a professional environment.
Technology Savvy - Strong computer skills including Microsoft Word, Excel, PowerPoint,
Demonstrates a focus on others vs. self – listen, learn and serve others
High learning agility, curious to learn and ability challenge the status quo

Desirable Experience/Qualifications:

PMP Certification
Business process mapping methods and business requirements
Change management and change leadership experience or certifications
DevOps experience
Resourceful problem solving, organized and process oriented.

Ability to work in a fast paced, dynamic, and structured environment.
A good understanding of software and technology solutions
Ability to convey complicated ideas to various audiences.
Analytical thinking
An understanding of customer service and success

Core Competencies

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Initiative: Being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.
Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.

Universal Competencies

Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
Customer First (Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

Tailor Your Resume to Match this Job!

Apply

Share with Friends!