Senior IT Customer Experience Project Manager

Airgas-posted 2 months ago

Full-time • Senior

5,001-10,000 employees

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At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for a Senior IT Customer Experience Project Manager in Radnor, PA! This senior-level position is responsible for evaluating, planning, and executing IT-related customer experience projects aimed at enhancing the customer journey, increasing satisfaction, and driving loyalty. The role requires extensive experience managing complex projects focused on customer-facing technologies and initiatives, along with a strong ability to coach and lead teams in Agile and Scrum methodologies to deliver high-quality results that positively impact the customer. This position is ideal for a seasoned IT professional with a proven track record in managing complex customer experience projects to successful outcomes.

Manage the entire customer experience project lifecycle, from initiation to closure, ensuring on-time and on-budget delivery with a primary focus on improving customer-centric metrics.
Serve as the primary liaison between project stakeholders, including customer experience teams, marketing, sales, and IT development, to ensure alignment and success in delivering enhanced customer experiences.
Develop, execute, monitor, and revise project plans, ensuring customer experience goals and objectives are central to all initiatives.
Plan and facilitate project meetings, status updates, and Agile ceremonies within the programs, including sprint planning, daily stand-ups, sprint reviews, and retrospectives, with a constant focus on delivering value to the customer.
Identify and resolve program-level issues, escalating to stakeholders as necessary, with a clear understanding of the potential impact on the customer experience.
Determine project resource requirements, negotiate availability with relevant department heads, and allocate resources effectively to support customer experience initiatives.
Lead, coach, and inspire project team members within the projects to deliver results while maintaining high levels of engagement and productivity, emphasizing the importance of a customer-first mindset.
Provide Agile coaching to foster adoption of principles and best practices, ensuring a focus on iterative delivery, customer feedback integration, and rapid value realization for the customer.
Maintain clear communication channels to address project progress, risks, and issues, with specific and proactive communication to customer-facing teams and relevant stakeholders.
Manage project budgets, including monitoring costs and addressing variances, ensuring investments are aligned with customer experience strategy and deliver measurable returns.
Facilitate the selection and implementation of technologies and tools that directly enhance the customer experience.
Document and assess project change requests within the programs and implement necessary adjustments, always evaluating the potential impact on the customer journey and satisfaction.
Prepare and deliver progress reports to stakeholders, ensuring transparency and accountability at the program level, clearly articulating the impact on key customer experience metrics.
Identify interdependencies and potential conflicts between various customer experience projects within the program.
Coordinate activities across multiple customer-focused projects to ensure cohesive and seamless customer experiences across all touchpoints.
Facilitate program-level governance and decision-making processes, ensuring customer experience is the primary driver for strategic choices.
Monitor and report on overall project health, including risks, issues, and dependencies, with a strong emphasis on potential impact to customer satisfaction and loyalty.
Ensure alignment of customer experience programs with the overall business strategy and customer-centric vision of the organization.
Collaborate closely with customer experience research and analytics teams to understand customer behavior, feedback, and identify areas for improvement that can be addressed through IT programs.

Bachelor’s Degree in Management Information Systems, Computer Science, Business, or equivalent work experience.
PMP Certification and Agile Certification or 10+ years proven experience.
10+ years of IT project management or lead systems analysis experience.
Demonstrated expertise in full life cycle project implementation and support.
Complex global application implementation experience preferred.
Proven experience coaching teams in Agile and Scrum methodologies and facilitating Agile ceremonies.
Exceptional interpersonal skills to engage and inspire diverse teams.
Excellent written and verbal communication skills, including the ability to present to large audiences and interact effectively at all organizational levels.
Demonstrated ability to analyze complex business processes and develop innovative, practical solutions.
Comprehensive knowledge of project management methodologies and tools, with a focus on delivering on time and within budget.
Adept at identifying risks and implementing mitigation strategies while resolving project issues efficiently.
Expertise in IT systems, including project management tools and enterprise applications.
Capacity to manage multiple priorities in a dynamic, fast-paced environment.

High proficiency with Google Suite and Smartsheet desired.
Experience in distribution or chemical manufacturing is a plus.

Medical, dental, and vision plans.
Vacation, sick time, floating holidays, and paid holidays for full-time employees.
Progressive parental leave package offering generous paid time off for the birth or placement of children.
401k plan with company matching funds.
Tuition reimbursement and discounted college tuition for employees’ dependents.
Airgas Scholarship Program.

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