Description:
Our client is on a mission to revolutionize their digital channels and deepen their connection with customers through enhanced experiences and engagement. As part of this transformative journey, they are seeking a dynamic Project Manager to spearhead the development and implementation of advanced digital customer connection solutions, including Visual IVR and Conversational AI (Chatbot & Messenger). This role is integral to modernizing their Contact Centre capabilities.
Your role:
- Project Management: Lead the discovery, planning, and delivery of digital customer connection projects. Manage project schedules, budgets, and deliverables to ensure timely and on-budget execution.
- Solution Design and Implementation: Oversee the design and execution of solutions, turning strategic visions into actionable plans. Manage risks, issues, and changes while maintaining alignment with overarching transformation goals.
- Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders. Act as the primary point of contact, ensuring clear communication and coordination across all project streams.
- Vendor Management: Support the RFP process to identify and select appropriate vendors for Conversational AI solutions. Manage vendor performance and integration to meet project objectives.
- Continuous Improvement: Drive change management initiatives to optimize project outcomes. Foster a culture of continuous improvement within the project team.
Skills and Experience:
- Project Management Expertise: Proven experience in managing complex projects from inception to completion, preferably in a digital or technology-focused environment. PMP certification is a plus.
- Leadership and Communication: Exceptional leadership skills with the ability to guide and motivate teams. Excellent communication skills, capable of conveying complex information with clarity and precision.
- Problem-Solving and Critical Thinking: Strong analytical skills with a proactive approach to identifying and resolving issues. Ability to navigate ambiguity and maintain focus under pressure.
- Stakeholder and Vendor Relations: Demonstrated ability to manage relationships with a wide range of stakeholders and vendors. Skilled in negotiation and conflict resolution.
- Technical Acumen: Understanding of digital customer connection technologies and their implementation. Experience with cross-channel messaging and chatbot solutions is preferred.