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Program manager

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Our client is seeking an experienced project or product manager to manage new strategic initiatives and process improvements in the Online Account Center and CRM applications. The Customer Solutions Program Manager will support the business by developing innovative solutions, detailed business requirements, work flows, and project plans/schedules, whilst optimizing the customer experience in the digital channel (both mobile and desktop). The ideal candidate will have strong analytical, organizational, and communication skills; plus, practical experience in building and executing effective customer solutions, creating use cases and testing usability and customer experiences.

Duties and Responsibilities:

Support the entire IT development and project lifecycle from conceptualization, design and development, testing, through to launch.

Create and execute new system enhancements that improve usability, design and customer experience whilst achieving business objectives.

Work with cross-functional teams to investigate, gather and develop detailed business requirements that effectively translate business problems into innovative and practical solutions.

Develop new business requirements, process flows, and use cases; and perform user acceptance testing – including planning and testing with third parties to software releases.

Collaborate across business groups and IT organization to ensure that the working team and key stakeholders are kept informed of project status – plus, all business/functional gaps are assessed, clearly communicated, and properly escalated for appropriate resolution.

Leverage technology and data analytics to provide meaningful insight on short term opportunities; and coordinate system needs and priorities to IT.

Strong presentation skills with the ability to present technical solutions in business language.

Be the voice and advocate for the customer.

Perform other duties as assigned.

Minimum Qualifications:

Bachelor’s Degree or equivalent relevant experience.

5-7+ years experience.

Requirements and General Skills:

Experienced with web development processes and UX design principles to deliver the ideal experience and increasing overall throughput and ARPU goals.

Demonstrate leadership and partnership skills by contributing and interacting with other teams within organization to solve problems and deliver solutions.

Ability to communicate complex issues clearly and credibly with senior management, IT and business teams

Excellent written and oral communication skills.

Excellent project management skills allowing for goals to be met in a timely and documented fashion.

Possess an analytic mindset combined with critical thinking and problem solving skills.

Strong attention to detail with the ability to focus on task completion.

Must be organized and adept at handling multiple tasks in a fast-paced environment with minimal direction.

Must be willing to take initiative and to follow through on projects.

Technical Skills:

Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).

Strong knowledge of IT back end systems.

Strong web analytics skills; understanding of tracking and tagging tools (e.g., Omniture).

Experience developing wireframes and work flows (e.g., Axure, Visio).

Experience with online survey tools (e.g., Qualtrics).

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