Senior Project Manager
Vonage - Holmdel, NJ

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The role of the Sr. Project Manager – Customer Care Initiative Management is to plan, execute and implement projects and initiatives on behalf of the Vonage Customer Care Organization. The Sr. Project Manager fields incoming requests external to the Customer Care Organization, Customer Care generated requests and IM self generated requests. Upon request acceptance, the Sr. Project Manager acquires resources and coordinates the efforts of team members in order to deliver the request according to plan, and most importantly, ensures the Customer Care Organization is in a position to successfully support the project or initiative requested. The Sr. Project Manager demonstrates mastery project management, customer service, organizational and communication skills in addition to the below stated duties and competencies.

Essential Job Functions:

Essential Job Function or Duties:

- Directs and leads project or initiative from idea conception through post mortem/operational transition

- Collaborates with requestor to define and clarify prioritization, project scope, goals, timelines and deliverables

- Develops full scale project plans, Work Breakdown Structures and other project management communication and work documents

- Effectively communicates project or initiative expectations to team members and stakeholders in a timely and clear fashion

- Liaise with project stakeholders continuously

- Manages multiple projects simultaneously

- Delegates tasks and responsibilities to appropriate personnel

- Identifies and resolves issues and conflicts within the project team

- Identifies and manages project dependencies and the critical path

- Plans and schedules project timelines and milestones using appropriate tools and methodologies

- Tracks and reports milestone and deliverable progress

- Develops and delivers progress reports, proposals, requirements documentation and presentations

- Proactively manages scope change to avoid scope creep, including identifying and implementing contingency plans and change request controls

- Defines project success criteria and disseminates to key stakeholders throughout the project or initiative life cycle

- Coaches, mentors, motivates and supervises project team members and influences them to take positive actions and accountability for their assignments

- Conducts project post mortems and creates recommendations report in order to identify successful and unsuccessful project elements


- Mastery level analytical skills –

- Demonstrates strong subject matter expertise in project management and customer service/call center areas and applies expertise in analysis and recommendations

- Interprets data, graphs, trends & relationship between variables to draw conclusions and provides meaningful recommendations

- Strong organizational skills

- Develops comprehensive strategic and or tactical plans to meet business objectives

- Demonstrates strong ability to prioritize workload based upon competing priorities across the business and effectively meets/exceeds stakeholder expectations

- Identifies necessary sequence of activities, organizes work, sets priorities and determines resource requirements needed to achieve goals or timelines

- Documents concise plan(s) for requested activity, project or initiative

- Strong interpersonal skills

- Describes a compelling vision of the future state for others to embrace that inspires, energizes and challenges others to try new approaches

- Uses leadership actions to influence others and serves as a role model

- Takes more than one action to influence others, with actions specific and appropriate to the audience

- Develops successful business relationships

- Follows through on commitments

- Strong problem solving skills

- Applies subject matter expertise to solve complex problems

- Recognized by others as solution oriented

- Works effectively with others to identify problems; develops creative, innovative and appropriate solutions

- Articulates and solicits feedback from others during solution efforts

- Makes well informed decisions based upon fact and or knowledge base

- Strong team work skills

- Actively promotes teamwork

- Collaborates well with others

- Strong operational acumen

- Strong understanding of the customer care organization’s operations, including systems and software used

- Drives continuous improvement

- Consistently looks for and recommends opportunities to drive incremental revenue, decreased costs, decreased churn and improved customer service operating results

- Excellent verbal and written communications skills

- Mastery level oral and written communications

- Presents in a simple, concise and articulate manner consistently

- Listens and responds appropriately to information from others

- Strategic thinking

-Can balance between strategic and tactical thinking appropriately

- Resourceful and agile

- Makes decisions, plans and delivers results with limited resources and support

- Solves problems quickly

- Demonstrates agility to embrace and adapt to change

Specific Requirements, Skills & Education:

Technical training/background:

- College degree or equivalent work experience

- Solid understanding of PMO/PMP protocols

- PMP preferred

- Working knowledge of Microsoft Office, including Project and Visio

- Prior customer service experience in a call center environment

- Familiarity with call center desktop applications

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