Sand Cherry ยท 5 hours ago
Project Manager, Customer Experience Design
United States
Contract
Remote
Senior Level, Lead/Staff
$85/hr - $110/hr
8+ years exp
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No H1B
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Responsibilities
Map customer journey arcs, develop customer personas, conduct market research to capture customer perceptions
Establish customer experience process improvement program and project management practices, tools and templates customized for client's environment
Establish program management reporting and/or dashboards to drive awareness and accountability
Lead communications and stakeholder efforts to drive buy-in to improvement program, and program management practices across the company
Mentor client and consulting team members in best practices with a focus on strong project management and process improvement practices
Participate with leadership in crafting customer experience improvement roadmap
For specific improvement projects, ensure projects are structured and managed successfully to drive immediate, short- and longer-term improvements
Ensure project management artifacts are completed per program templates, with consistent high quality
Complete process maps, and associated KPI analysis for improvement initiatives
Establish risk management, escalation paths, and take corrective measurements
Facilitate and lead project meetings and manage stakeholders' communication
Coordinate, manage and monitor the workflow of cross-functional teams
Function as owner of key program initiatives, manage cross-functional resources, ensuring on-time delivery, meeting of budgetary demands, and achievement of business goal
Consistently exercise informed judgment and discretion in matters of significance
Qualification
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Required
Minimum of 8 years of experience in consulting and/or program management with demonstrated success in customer experience design including operational improvements
Minimum 5 years of experience utilizing process improvement/mapping methodologies
Experience in establishing and/or managing a program management function
Excellent oral and written communications skills working with a range of stakeholders including the ability to influence, strategize and negotiate
Ability to think analytically and process information quickly, presenting it in a succinct and insightful format suitable for executives
Experience working within, or supporting a customer operations organization with strong cross-functional partnering required
Strong analytical and documentation skills; prior experience with process mapping and KPI tracking
Excellent PowerPoint and Excel skills
Direct hands-on proficiency with Microsoft Project, Smartsheet or other project management tools
Prior experience with change management methodologies
Bachelor's degree or commensurate experience in Business, Communications, Engineering, Finance or equivalent experience
Candidates must be authorized to work in the United States without requiring sponsorship
Preferred
MBA strongly preferred
PMP certification or equivalent project management course work is preferred
Company
Sand Cherry
Sand Cherry is a management consulting firm based in Denver.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Edric Starbird
Partner, Managing Director - Data Insights/Data Integrity Consulting
John Calhoon
Managing Director of Business Solutions and Partner
Company data provided by crunchbase
