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Project Manager - Decisioning Platform

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The Retention Operations & Marketing Team is looking for a dynamic, experienced and analytical candidate to

project manage various Retention programs in our El Segundo, CA offices.

Description:

Become an in house expert in the decisioning platform. Develop and execute plans to meet Retention

business objectives, including operational support for the retention offer prioritization platform in order to achieve

customer retention objectives. This candidate will identify process improvements, system enhancements and

coordinate with cross functional teams to ensure the best experience for our customers. This position is primarily

responsible for working cross functionally to deploy changes in offer prioritization to support our retention strategy

and for tracking and managing to resolution any production issues relating to the offer decisioning platform. This

position may require 10% travel to on-shore Retention oriented call centers.

Responsibilities:

• Lead cross functional team of Retention stakeholders to implement changes to our offer prioritization

• Serve as primary interface and project manager for day-to-day activities necessary to maintain key business and

program goals

• Lead offer decisioning governance and prioritization meetings and processes working with Customer Care,

Business Analytics, Marketing and Customer Segmentation teams

• Use data and work with analytics teams for coming up with proposals for offer prioritization and improvement

• Use of effective time management and project management methodologies to consistently meet deadlines and

ensure preparedness for project launches

• Drive change by launching new enhancements, writing business rules, and working with other parts of the business

to implement new policies/procedures, changes to offers or development of new offers and strategies

• Understand and effectively communicate business requirements of projects to Information Technology and be able

to assess whether the systems delivery will meet the business requirement and/or the impact to the customer

• Lead efforts to analyze the effectiveness of various components of the offer prioritization logic

• Lead tracking of decisioning platform tickets/production incidents, and manage IT relations

• Ownership of decisioning platform related issues, requests, and prioritization

• Review company initiatives and understand how they impact customers and work with Customer Care to ensure

that Customer Service Representatives are prepared and educated

• Participate in testing of system changes for departmental and company-wide changes

• Work closely with all levels of the organization in order to determine process improvements related to our offer

prioritization platform and governance process

• Work collaboratively with all levels of management and provide ongoing status reports to cross functional business

partners

• Consolidate information and present to senior management in a clear and concise manner

Qualifications

Qualifications:

• Bachelor's Degree or higher in engineering, business administration or related disciplines; OR equivalent

combination of education and experience. MBA and/or certification in PMP is preferred

• 5-10 years of work experience managing projects in an analytical fast paced environment

• Excellent communication skills including an ability to communicate and work effectively with business and technical

managers and diverse cross-functional groups

• Must be self-directed, organized and detail oriented as well as have the ability to multitask and work effectively in a

fast paced environment

• Strong problem solving and analytical skills with prior experience in analytics

• Demonstrated ability to analyze complex issues. Ability to champion ideas and execute in an expedited timeframe

• Leadership qualities and demonstrated success managing teams of people

• Expert knowledge of MS Excel, PowerPoint and analytics tools, proficient in standard MS Office applications. SQL,

SAS and database knowledge preferred

• Results-oriented

• Ability to accommodate change and adapt accordingly

• Comfortable working in a fun and fast-paced environment

• Travel required (up to 10%)

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