Project Manager, Customer Experience (WMHS)

WM is a company that has recently acquired Stericycle, focusing on enhancing customer experience. The Project Manager will manage customer experience projects, collaborating with business owners and technical teams to improve customer loyalty and operational efficiency.

Responsibilities:

• Under the leadership of the Customer Experience Technology Director, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc) and across all stages of the customer relationship lifecycle
• Completes departmental projects as required to improve customer outcomes and operational efficiency
• Works with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service
• Effectively creates and communicates concepts, design rationale and findings to the organization
• Works with business team members to identify requirements. Provides requirements to technical development resources to translate into technical designs. Creates clear and consistent documentation
• Assists in defining features and functions for specific projects, as required by project needs. Pulls in subject matter experts to address issues, as needed
• Meets with business sponsors on a regular basis to communicate project progress and discuss issues. Resolves issues with the appropriate level of management
• Supports the solution of production issues in the WMHS’s Customer Experience environment dealing with internal teams and external vendors when necessary

Requirements:

• Bachelor's Degree (accredited) in Business, Engineering or equivalent experience in similar roles
• 3 years overseeing projects in organizations of the same size and complexity