Position
Details:
Client: Well Known Largest Customer
Title: IT Project Manager 2
Location:
Englewood Cliffs, NJ
07632 (Hybrid - depending on proximity to office (Mon & Friday at Home)
Duration: 12 Months Contract (Possible
extension)
Job
Description:
Summary:
- The
main function of an IT project/program manager is to plan, direct, or
coordinate activities in such fields as electronic data processing,
information systems, systems analysis, and computer
programming.
Top
Skills: Automation
Program Manager required to manage technology and customer experience flows for
all channels
Position
Summary:
- The
Automation Program Manager will oversee the design, development, and
maintenance of automation journeys that improve the customer experience
across all contact channels. This role involves managing projects,
reducing customer abandonment rates, and minimizing agent effort when
human intervention is necessary. Your technical expertise and strategic
vision will drive innovation and efficiency, reduce costs, and enhance
productivity in our support operations.
Key
Responsibilities:
- Enhance
Customer Experience:
- Develop
and implement automation strategies to optimize customer journeys,
including chatbots, AI assistants, and self-service portals. Design
customer support bots using AI technologies. Analyze feedback to identify
improvement opportunities.
- Reduce
Abandonment and Agent Effort:
- Implement
solutions to reduce abandonment rates and ensure timely automated
responses. Optimize escalation processes to minimize agent workload.
Collaborate with support teams to streamline workflows.
- Project
Management:
- Manage
automation projects from initiation to completion, ensuring timely
delivery and alignment with company goals. Develop project plans,
including timelines and resource allocation. Communicate project status to
stakeholders.
- Technical
Management & Leadership:
- Strong
programming skills in languages such as Python, JavaScript, CSS, html,
groovy script, and C++. Coordinate with engineering teams to implement and
maintain automation tools. Monitor and analyze automated system
performance, making data driven adjustments. Stay current with industry
trends to drive innovation.
- Documentation
and Compliance:
- Create
and maintain documentation for automation processes. Ensure compliance
with relevant regulations and company policies.
Qualifications:
- Bachelor's
degree in a relevant field, preferably Computer Science, Engineering, OR
Business Management with computer science background
- Proven
project management experience in a customer support environment.
- Strong
background in automation engineering or a related technical field.
- Proficiency
in programming languages such as Python, JavaScript, or Groovy
script.
- Experience
with automation tools like UiPath, Blue Prism, or Automation
Anywhere.
- Familiarity
with Lucid chart for workflow and process diagramming.
- Familiarity
with customer support software and CRM systems. Experience with Sprinklr
is preferred.
- Knowledge
of AI and chatbot technologies.
- Strong
analytical and problem-solving skills for innovation.
- Excellent
communication and collaboration abilities.
- Ability
to work independently and in a team-oriented environment.
- Project
Management Professional (PMP) certification is a plus.
- Experience
with Agile and Scrum methodologies. Experience working with Jira and
Confluence preferred.
- Strong
technical skills, including knowledge of software design patterns.
- Ability
to manage multiple high priority projects and meet deadlines.
- Excellent
stakeholder management and communication skills.
Education/Experience:
- Bachelor's
degree in a technical field such as computer science, computer engineering
or related field required. MBA or other related advanced degree preferred.
- PMI
or PMP certification preferred.
- 2-4
years experience required.
Job Responsibilities:
- Review
project plans to plan and coordinate project activity.
- Manage
backup, security and user help system.
- Consult
with users, management, vendors, and technicians to assess computing needs
and system requirements.
- Meet
with department heads, managers, supervisors, vendors, and others, to
solicit cooperation and resolve problems.
- Provide
users with technical support for computer problems.
Skills:
- Verbal
and written communication skills, problem solving skills, attention to
detail and interpersonal skills.
- Basic
ability to work independently and manage one s time.
- Basic
knowledge of circuit boards, processors, electronic equipment and computer
hardware and software.
- Basic
knowledge of production processes, quality control, costs and other
techniques for maximizing the effective manufacture and distribution of
goods.
- Basic
knowledge of business and management principles involved in strategic
planning, resource allocation, and production methods.
- Basic
knowledge of computer software, such as Visual Basic, Java, SQL,
etc.
Education/Experience:
- Bachelor's
degree in a technical field such as computer science, computer engineering
or related field required. MBA or other related advanced degree preferred.
- PMI
or PMP certification preferred.
- 2-4
years experience required.
