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Program Manager

Company: Rose International
Location: Rosemead
Posted on: January 9, 2021

Job Description:

Position Title: Program/ Project Manager 3Position Number: 354128Location: Rosemead, CA 91770Position Type: Long Term ContractRequired Skill Set:Analytics, Marketing, PMP, SCRUMPosition Description:**Only U.S. Citizens and those authorized to work in the U.S. can be considered as W2 candidates.** Title: Program/Project Manager (Senior Advisor, Marketing Program Management/Customer Experience) Estimated Assignment End Date: 12/31/2021 Number of Openings: 1 Location: Rosemead, CA 91770 Hours: Monday to Friday 8:00am to 5:00pm Education: Bachelor's degree MUST have both utility experience and customer experience strategy experience. Position Overview: * Support Customer Experience (CX) group by managing the day to day operation of Voice of the Customer program. * The objective of the program is to develop processes that enable internal operational teams to act on customer feedback (e.g. survey data) and operational data that drive business improvements and improvements to the customers experience. * The program is in its early phase and will require the following activities to operational the data: requirements gathering with internal clients, designing strategic processes, managing the execution the of initiatives, as well as socializing recommendations and supporting operational change management. * Manage the work of 2-3 FTE who also support the Voice of the Customer program and the overall strategy this worker will develop. Typical Responsibilities: * Demonstrated experience leading cross functional teams within the utility industry * Customer Experience and Voice of the Customer strategy experience (e.g. Close the Loop Processes) * The ability to develop strategies that tie to client and organization goals; and translate those strategies into compelling presentations and process flows * Familiarity working with customer data * Strong project management skill set and expertise in different project management approaches * Excellent public speaking and presentation skills for all levels of audience A day in the life - Get ready to think big, work smart and shine bright! * Lead the expansion our Voice of Customer program so that we understand what matters most to our customers and can infuse the customer's voice into decision making and strategic planning across the organization * Drive cross-functional initiatives that eliminate pain points and create easy and understandable experiences for our customers * Advocate for our customers during business initiative planning to ensure a consistent and valuable experience * Advance the CX Maturity Roadmap to ensure we are prioritizing initiatives and changes that build trust with our customers and make doing business with us easier. Provide input and direction for overall CX vision and execution The essentials (requirements) * Ten (10) years of experience in a business strategist or management consulting services role * Strong project management and organizational skills, with three (3) years of experience leading cross functional teams to achieve meaningful results * Strong relationships and understanding of operations and goals in customer service areas * Ability think out of the box, challenge the norm, use creative ideas to solve problems * Ability to analyze data and turn it into insights, action, and compelling business cases. * Strong presentation and communication skills, with the ability to create and present complex materials in a consumable manner * Ability to tell a compelling story and effectively influence at all levels of the organization * You identify with the following characteristics that the CX Team strives to embrace: Bravery, Curiosity and Drive The preferred * Hands on experience with continuous improvement and customer journey mapping, advanced analytics, market research * PMP certification and/or certifications in Agile project management methodologies * Scrum Master * MBA (or equivalent) with strong academic performance strongly preferred * Intermediate to advanced Excel and PowerPoint skill Additional Information Related to COVID-19: The successful candidates are expected to: o Complete a COVID-19 questionnaire upon request o Have access to a stable home internet with recommended speeds of 50 Mbps or higher o Pick up telework equipment at local Facility o May work on a rotational schedule between home and at their designated work location o Attend training remotely and may be asked to attend training in person at their designated work location, if needed o In the event that it is determined that candidates can return to work locations full time, candidates must be prepared to work at their designated work locationJob Requirements:The preferred* Hands on experience with continuous improvement and customer journey mapping, advanced analytics, market research* PMP certification and/or certifications in Agile project management methodologies* Scrum Master* MBA (or equivalent) with strong academic performance strongly preferred* Intermediate to advanced Excel and PowerPoint skillRose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)

Keywords: Rose International, Rosemead , Program Manager, Executive , Rosemead, California

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