Senior Manager, Customer Experience, Exeter, Rhode Island

Senior Manager, Customer Experience

US--

Job ID: 2024-6769
Type: Regular Full-Time
# of Openings: 1
Category: CUSTOMER SUCCESS
Remote - United States

Overview

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Responsibilities

Role Overview

Department: Customer Experience Management – Non-recurring Projects

HR Management Responsibilities: Yes

As the Senior Manager of Customer Experience Portfolio Management, you will be responsible for ensuring the successful planning and execution of the customer journey for a portfolio of non-recurring services engagements.

Your role will involve developing and implementing project methodologies, establishing best practices, and ensuring alignment of projects with organizational goals. Additionally, you will provide strategic direction, mentorship, and support to project managers and teams to ensure successful project delivery.

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

Portfolio Performance & Governance: Ensure that the non-recurring services engagements in the portfolio are delivered on time and within budget. Ensure timely recognition of portfolio revenue within the margin specifications of the engagements. Develop and implement key metrics to manage the performance of the portfolio.

Leadership: Provide strategic leadership to the Customer Experience Project Team, setting visionary direction, and fostering a culture of excellence in project management.

Strategy Development: Collaborate with leadership with in the Project Management Office, to develop and implement project management strategies aligned with the organization's objectives and priorities.

Methodology Development: Implement project management methodologies, frameworks, and processes to streamline execution and accelerate revenue.

Governance: Establish governance structures, standards, and performance metrics to ensure compliance, accountability, and transparency across all projects.

Resource Management: Oversee project resource allocation, including staffing, budgeting, and vendor management, to ensure optimal utilization and cost-effectiveness.

Risk Management: Identify, assess, and mitigate project risks, developing contingency plans and ensuring proactive risk management practices are in place.

Stakeholder Management: Foster strong relationships with key stakeholders, including executives, clients, and project sponsors, to ensure alignment, manage expectations, and facilitate communication.

Performance Monitoring: Monitor project performance against established baseline targets for revenue, cost, margin, schedule and quality, providing regular reporting and insights to senior leadership to support decision-making.

Continuous Improvement: Drive continuous improvement initiatives within the Customer Experience team, leveraging feedback, lessons learned, and industry best practices to enhance project management capabilities and outcomes.

Talent Development: Mentor, coach, and develop management professionals within the Customer Experience Project team, fostering a culture of learning, growth, and excellence.

Additional job responsibilities include, but are not limited to:

• Understand and articulate all NWNC service offerings and capabilities.
• Promote a confident and professional environment driving a strong and positive corporate culture.
• Other responsibilities as assigned.

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Bachelor’s Degree or equivalent work experience.
• PMP certification and/or 10+ years of experience with IT project management experience, inclusive of developing project plans, charter development, scope, cost management, statement of work, cost estimates, schedule.
• Expert knowledge of project management, business, and technical requirements.
• Ability to analyze RFP responses and provide scoping input on timeline and budget.
• Host/Lead Executive Leadership Steering Committee meetings.
• Exceptional client facing communications and presentation skills.
• Demonstrated leadership ability with strong sense of ownership.
• Demonstrated ability to manage multiple competing priorities.
• Excellent problem solving and negotiation skills.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

Equal Opportunity Employer, including disability/protected veterans

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