Client Experience, Implementation Project Mgr

OSG•Carol Stream, IL

5d•$85,000 - $100,000•Onsite

About The Position

OSG is seeking a Client Experience - Implementation Project Manager to support the company’s growth and expansion of services. The role leads client project teams in implementing print, mail, and electronic communications for end users. It combines project management and business analysis, with ownership of implementations from sales handoff through production. The manager gathers, analyzes, and documents requirements for development and composition teams and collaborates closely with development to onboard client-specific projects.

Requirements

At least 2 years of client-facing project management, implementation, or business analysis experience handling print/mail or data-related projects.
Experience developing, facilitating, and leading project plans in a B2B setting.
Strong data-mapping skills and experience writing business and technical requirements.
Experience with project management software such as Azure DevOps, Smartsheet, or MS Project.
Proficiency in Microsoft Office, especially Word and Excel, including working with large data sets.
Excellent written and verbal communication skills, including the ability to explain technical topics to non-technical audiences.
Strong interpersonal skills and ability to build and maintain relationships.
Demonstrated organizational and time-management skills, with the ability to keep work moving and on track.
Ability to work onsite at the Carol Stream, Illinois facility.
Candidates must be local to the Carol Stream area or able to commute daily.

Nice To Haves

Bachelor’s degree in Business, Information Systems, Project Management, Communications, or a related field.
Knowledge of XML and experience with electronic data interchange (EDI); XML knowledge is noted as a significant plus.
Print/mail industry experience.
Experience with financial institution, credit union, or healthcare clients.
Experience with agile methodologies.
Familiarity with process modeling, such as workflow diagrams or Visio, and basic SQL or data query tools.
Customer-service orientation and ability to learn processes quickly.

Responsibilities

Lead onboarding for new clients and manage the transition from sales to implementation.
Manage new client implementations, new products for existing clients, and change-management requests from existing clients.
Design projects and develop detailed plans covering timelines, milestones, resources, and deliverables.
Lead discovery sessions and stakeholder interviews to gather business requirements.
Translate client needs into functional and technical requirements, user stories, and acceptance criteria for development and composition teams.
Analyze client data files, including XML, EDI, delimited, and fixed-width formats; build data maps and define business rules and field-level logic.
Work with clients to understand their needs and tailor solutions to their business requirements.
Document current-state and future-state workflows, identify gaps, and recommend process improvements.
Help stakeholders prioritize requirements, manage scope, and assess the impact of change requests.
Act as the primary client contact during implementation, provide updates, and address concerns and questions.
Communicate project progress, highlight risks and options, manage expectations, and propose solutions.
Coordinate with internal teams to ensure client solutions are configured and delivered appropriately.
Coordinate functional, performance, QA, and UAT testing; trace requirements through development and validate output against requirements.
Create and maintain business requirements documents, specifications, process workflows, project plans, and meeting notes.
Provide reporting and metrics, and use production results to identify trends, issues, and opportunities for improvement.
Conduct client training and product demonstrations to support adoption.