Senior Operations Project Manager

Purchasing Power • Atlanta, GA

69d • Hybrid

About The Position

The Senior Operations Project Manager will develop and manage key initiatives that advance strategies and goals across all of Operations, with a focus on impacts on and support for Customer Care, Client Success and Supply Chain. This role will create comprehensive requirements, action plans, resourcing plans, budgets and project timeframe plans to meet KPIs. In this role you will have visibility across demand generating, customer and client experience, and operational efficiency projects. The Senior Operations Project Manager will work cross-functionally with Product Management, Finance/FP&A, Payroll Operations, Sales/Account Management, and other Operational departments.

Requirements

• Bachelor's degree in a general area of study or 6 years of relevant experience may be considered in lieu of a degree
• 10+ years in a Project management role
• 5+ years leading Process improvement/LEAN projects across operational teams
• 5+ years in a customer care/call center environment
• Advance experience using Microsoft Office (Excel, PowerPoint, Visio, Word)
• Hands-on experience with program collaboration tools like Asana, understanding how to build workflows and customize tools for different needs
• Demonstrate successful executing of high-quality projects with independence and confidence, in a constructive way
• Ability to summarize and communicate project status to senior leadership
• Manage multiple parallel projects; maintaining visibility on prioritization, bottlenecks, and stop gaps
• Capability to work seamlessly with cross-functional teams in a virtual environment and have a positive mindset that always looks for ways to build collaboration with partners

Responsibilities

• Document and define project scope, budget, objectives, and goals of multiple initiatives focused on driving customer satisfaction, customer experience, and client experience
• Manage change management programs associated with projects to ensure awareness and readiness across operational teams
• Collaborate with cross-functional teams to ensure projects stay on track and on budget, launching successfully and fulfilling the business requirements
• Demonstrate a clear view of timing, requirements, and resource needs for projects, preparing project plans and other materials, leading discussions for meetings, including steering committee, core team meetings, executive updates and daily stand-ups
• Develop executive level project updates as required
• Lead user acceptance testing efforts across projects impacting customer care and client success
• Motivate people involved in the project to complete tasks on time
• Facilitate ongoing prioritization discussions with stakeholders and ensure top projects are getting the needed attention to elicit the largest gains in shortest time
• Identify and document important project challenges and pool stakeholders together to drive solutions
• Leverage analytics and reported data to maximize the outcome of projects and lead voice of the customer reporting and process improvements
• Act as a liaison between operations and FP&A to manage OpEx budget adherence across operational departments
• Provide leadership to offshore Purchasing Power analytics resources, ensuring execution against operational reporting and data analytic needs

Benefits

• Hybrid work model (Onsite/Offsite)
• Comprehensive benefits: medical, dental, vision, company paid Basic Life/AD&D
• 401k Retirement Plan
• Flexible PTO
• Career Development
• Employee Purchase Program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Personal and Laundry Services
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees