Project Manager, Customer Experience (WMHS)

Waste Management, Inc. (WM)•United States,

10d•$77,000 - $98,100•Remote

About The Position

This position is responsible for managing specific Customer Experience projects through requirements definition, planning and implementation. This role has direct responsibility for working with the business owners as needed to improve customer resolution and thereby improve loyalty and intermediate these requests with WMHS's technical teams. Under the leadership of the Customer Experience Technology Director, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle. Completes departmental projects as required to improve customer outcomes and operational efficiency. Works with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service. Effectively creates and communicates concepts, design rationale and findings to the organization. Works with business team members to identify requirements. Provides requirements to technical development resources to translate into technical designs. Creates clear and consistent documentation. Assists in defining features and functions for specific projects, as required by project needs. Pulls in subject matter experts to address issues, as needed. Meets with business sponsors on a regular basis to communicate project progress and discuss issues. Resolves issues with the appropriate level of management. Supports the solution of production issues in the WMHS’s Customer Experience environment dealing with internal teams and external vendors when necessary.

Requirements

Bachelor's Degree (accredited) in Business, Engineering or equivalent experience in similar roles
3 years overseeing projects in organizations of the same size and complexity

Responsibilities

Designing optimal experiences for customers to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle.
Completing departmental projects as required to improve customer outcomes and operational efficiency.
Working with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service.
Effectively creating and communicating concepts, design rationale and findings to the organization.
Working with business team members to identify requirements and providing requirements to technical development resources to translate into technical designs.
Creating clear and consistent documentation.
Assisting in defining features and functions for specific projects, as required by project needs.
Pulling in subject matter experts to address issues, as needed.
Meeting with business sponsors on a regular basis to communicate project progress and discuss issues.
Resolving issues with the appropriate level of management.
Supporting the solution of production issues in the WMHS’s Customer Experience environment dealing with internal teams and external vendors when necessary.