Customer Service Project Manager

Southern Company • Gulfport, MS

6h

About The Position

This position is responsible for leading technology projects and data analytics initiatives, ensuring the successful execution of project-related strategies within the Customer Care Center, including C2M implementation activities. The Project Manager will play a critical role in driving proactive, strategic, and visionary planning within the Customer Care Center, ensuring the successful execution of technology and data analytics initiatives. The ideal candidate will possess extensive experience with Power BI, data queries and data analytics, have experience managing technology initiatives and working with multi-functional project teams, and have demonstrated experience influencing and managing change within the business. Availability outside normal business hours to support 24/7 business operations and storm response, as needed, is required.

Requirements

• Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance or a related field required
• 5+ years of experience in operational support, data analytics, or technology support — or an advanced degree in a related field (business, computer science, data science, mathematics, statistics, or finance) required
• Proven experience managing cross-functional projects
• Track record of success in system-level or technology-driven initiatives
• Proficiency in Microsoft Power BI, including experience creating dashboards, reports, and data models to support business decision-making
• Experience in writing and optimizing code for data queries using SQL, Python, or similar programming languages
• Excellent written and verbal communication skills
• Proven experience in influencing and driving business changes
• Strong problem-solving skills and the ability to think strategically
• Ability to manage multiple projects simultaneously and prioritize tasks effectively
• Ability to strategically analyze data and present insights effectively to stakeholders to drive business decision making
• Ability to work effectively in a team environment and assume a leadership role on project assignments
• Ability to partner with and influence leaders at all levels
• Communicate project status, issues, and risks to stakeholders and senior leadership, providing strategic guidance and recommendations
• Ensure projects are delivered on time and within scope while maintaining a high level of quality and stakeholder satisfaction
• Facilitate workshops, meetings, and presentations to communicate project progress and outcomes to various stakeholders
• Proactively identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness within the Customer Care Center
• Work closely with technology analysts and leaders to ensure business support, strategic vision, and technical support are aligned with project goals
• Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance
• Prioritize the needs and expectations of customers in all project initiatives
• Strive to enhance customer experience (both internal and external customers) through technology and data analytics
• Demonstrate the ability to lead and inspire cross-functional teams
• Take ownership of projects and drive them to successful completion
• Exhibit confidence in decision-making while building trust to motivate and influence others
• Demonstrate a strong service orientation
• Ensure accuracy and quality in all deliverables
• Continuously seek ways to innovate and improve processes and outcomes
• Show flexibility and adaptability in a fast-paced, dynamic environment.
• Effectively manage multiple projects and priorities simultaneously
• Adjust plans and strategies in response to changing circumstances and feedback

Nice To Haves

• Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification should demonstrate the capability and commitment to obtain it within a specified timeframe upon hire.
• Experience using AI tools to improve business efficiency a plus

Responsibilities

• Support ASCEND go-live and business readiness activities for high impact user groups at MPC including front and back-office operations
• Conduct data-driven analysis to guide and influence business decision making
• Develop and manage comprehensive project plans and timelines for technology and data analytics projects, including C2M implementation activities, maintaining a high degree of accuracy and stakeholder satisfaction
• Use AI and data analytics to anticipate future trends and challenges in customer care and technology, and proactively propose innovative solutions to address them
• Identify opportunities for process improvements and present recommendations to enhance efficiency and effectiveness within the Customer Care Center
• Develop and implement risk mitigation strategies to minimize project and operational disruptions
• Identify potential risks and issues early in the project lifecycle and develop proactive mitigation strategies to minimize their impact
• Build and maintain strong relationships with key stakeholders, including senior leadership, IT, operations, and business leaders, to gain support and engagement for project initiatives
• Effectively communicate the strategic value and benefits of technology and data analytics projects, persuading stakeholders to prioritize and invest in these initiatives
• Develop and deliver compelling presentations and reports to communicate project progress, strategic insights, and recommendations to leaders and stakeholders

Benefits

• Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being.
• This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s).
• A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf.
• Additional and specific details about total compensation and benefits will also be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level