IT Project Manager 2 - Harvey Nash : Job Details

Location:Englewood Cliffs, NJ07632 (Hybrid - depending on proximity to office (Mon & Friday at Home)

Duration: 12 Months Contract (Possibleextension)

Summary:

• Themain function of an IT project/program manager is to plan, direct, orcoordinate activities in such fields as electronic data processing,information systems, systems analysis, and computerprogramming.

TopSkills: AutomationProgram Manager required to manage technology and customer experience flows forall channels

PositionSummary:

• TheAutomation Program Manager will oversee the design, development, andmaintenance of automation journeys that improve the customer experienceacross all contact channels. This role involves managing projects,reducing customer abandonment rates, and minimizing agent effort whenhuman intervention is necessary. Your technical expertise and strategicvision will drive innovation and efficiency, reduce costs, and enhanceproductivity in our support operations.

KeyResponsibilities:

• Developand implement automation strategies to optimize customer journeys,including chatbots, AI assistants, and self-service portals. Designcustomer support bots using AI technologies. Analyze feedback to identifyimprovement opportunities.
• ReduceAbandonment and Agent Effort:
• Implementsolutions to reduce abandonment rates and ensure timely automatedresponses. Optimize escalation processes to minimize agent workload.Collaborate with support teams to streamline workflows.
• ProjectManagement:
• Manageautomation projects from initiation to completion, ensuring timelydelivery and alignment with company goals. Develop project plans,including timelines and resource allocation. Communicate project status tostakeholders.
• Documentationand Compliance:
• Createand maintain documentation for automation processes. Ensure compliancewith relevant regulations and company policies.

Qualifications:

• Bachelor'sdegree in a relevant field, preferably Computer Science, Engineering, ORBusiness Management with computer science background
• Provenproject management experience in a customer support environment.
• Strongbackground in automation engineering or a related technical field.
• Experiencewith automation tools like UiPath, Blue Prism, or AutomationAnywhere.
• Familiaritywith Lucid chart for workflow and process diagramming.
• Familiaritywith customer support software and CRM systems. Experience with Sprinklris preferred.
• Knowledgeof AI and chatbot technologies.
• Stronganalytical and problem-solving skills for innovation.
• Excellentcommunication and collaboration abilities.
• Abilityto work independently and in a team-oriented environment.
• ProjectManagement Professional (PMP) certification is a plus.
• Experiencewith Agile and Scrum methodologies. Experience working with Jira andConfluence preferred.
• Strongtechnical skills, including knowledge of software design patterns.
• Abilityto manage multiple high priority projects and meet deadlines.
• Excellentstakeholder management and communication skills.

Education/Experience:

• Bachelor'sdegree in a technical field such as computer science, computer engineeringor related field required. MBA or other related advanced degree preferred.
• PMIor PMP certification preferred.

Job Responsibilities:

• Reviewproject plans to plan and coordinate project activity.
• Managebackup, security and user help system.
• Consultwith users, management, vendors, and technicians to assess computing needsand system requirements.
• Meetwith department heads, managers, supervisors, vendors, and others, tosolicit cooperation and resolve problems.
• Provideusers with technical support for computer problems.

Skills:

• Verbaland written communication skills, problem solving skills, attention todetail and interpersonal skills.
• Basicability to work independently and manage one s time.
• Basicknowledge of circuit boards, processors, electronic equipment and computerhardware and software.
• Basicknowledge of production processes, quality control, costs and othertechniques for maximizing the effective manufacture and distribution ofgoods.
• Basicknowledge of business and management principles involved in strategicplanning, resource allocation, and production methods.
• Basicknowledge of computer software, such as Visual Basic, Java, SQL,etc.

Education/Experience:

• Bachelor'sdegree in a technical field such as computer science, computer engineeringor related field required. MBA or other related advanced degree preferred.
• PMIor PMP certification preferred.