The Systems, Operations, and Analytics (SOA) team within the Customer Experience (CX) organization drives operational excellence and data-driven insights. They design, implement, and manage CX systems and processes, monitor system performance, identify risks, develop data analytics strategies, and provide insights to leaders. The team consists of system architects, business system analysts, and business analysts. They work on projects like implementing new software solutions, real-time analytics development and reporting, and automating processes.  The SOA team aims to improve operational efficiency, reduce costs, increase customer satisfaction, enhance decision-making, and provide a competitive advantage.

About the Role

We are seeking a multifaceted and experienced System Project Manager to lead our organization through critical system projects. As the System Program Manager, you'll drive new system implementations, manage cross-organization project teams, work directly with Business Technology (BT) on system development,  and provide timely status to key stakeholders and project sponsors.   The ideal candidate demonstrates critical thinking and a track record of effectively leading complex programs in fast-paced environments. They appreciate the importance of structure while embracing agility and innovation within that framework.

About You

• Lead the planning, execution, and delivery of system programs and implementations.
• Define project objectives, scope, and deliverables in collaboration with key stakeholders, including senior leadership and cross-functional teams ensuring alignment with organizational goals.
• Develop detailed project plans, timelines, and track progress against milestones to ensure timely delivery of project objectives.
• Identify and mitigate risks and issues that may impact project delivery, and develop contingency plans to address potential roadblocks.
• Establish and maintain effective communication channels with stakeholders to provide regular updates on project status, risks, and issues, and solicit feedback and input as needed.
• Lead and empower project teams to achieve project goals and deliver high-quality results, fostering a culture of collaboration, accountability, and continuous improvement.
• Evaluate project performance against key performance indicators (KPIs) and metrics, and implement corrective actions as needed to ensure project success.

Basic Qualifications

• 5+ years of cross organizational project management experience leading highly visible, large-scale, system implementations
• Proven experience translating business needs into roadmaps, clearly defined requirements, and delivery plans
• Experience leading business transformation programs and software industry experience with an enterprise products company a plus
• Knowledge of design thinking, strategy definition, agility concepts and how to operate in a fast paced and constantly evolving environment
• Strong analytical problem solver with the interpersonal skills to influence, maintain strong relationships, and collaborate at all levels
• Flexible and adaptable; able to work in ambiguous situations

Other Qualifications

• Effective leadership skills with process improvements for a scrum environment.
• Experience with collaboration tools such as Slack, Google Docs, Smartsheets, Miro
• Vendor management: Working with third-party vendors for software consulting services, prior experience in managing vendor relationships can be a plus.
• Experience implementing or working with enterprise software preferred.

• Knowledge of business process improvement