Customer Experience Project Manager Job at Hunter Douglas Group, Broomfield, CO

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  • Hunter Douglas Group
  • Broomfield, CO

Job Description

** Customer Experience Project Manager**

Training Broomfield, Colorado

**Description**

*Position at Hunter Douglas Inc.*

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PROJECT MANAGER

CUSTOMER EXPERIENCE

The Role: This is a crucial delivery and problem-solving role within Hunter Douglas Customer Experience. In this high-visibility role, you will lead CX initiatives that cross our contact centers, training department, communications, and service departments. This will range from understanding client needs, defining and implementing clear processes, and developing solutions. Responsible for delivering and executing concurrent projects staffed with cross-functional teams, maintaining internal/external customer satisfaction, and enhancing project management methodologies and toolsets. S upport and build business cases for cross-functional leaders within CX. Project briefs along with project plans should be available for multiple leaders with associated project plans. E stablish clear and consistent communication with CX leadership on a regular occurring cadence. Should be able to anticipate setbacks and take corrective action with involved parties. M ust be a self-starter with an entrepreneurial mindset, have excellent business sense, be comfortable dealing with ambiguity and be able to influence at multiple levels. Ideally, you will have experience in contact centers and/or training organizations.

Training and Experience : Bachelor's degree in a related field. A substitute of three to four years of project management experience in lieu of a Bachelors degree. Three to five years of experience in leading projects. PMP Certification preferred, or willingness to pursue required. Proven track record demonstrating exceptional organizational skills and ability to juggle multiple projects. The ongoing pursuit of job knowledge-based educational activities is highly encouraged.

What you will do :

E ffectively communicate and collaborate with all levels of CX to achieve broader insights into managing work streams and outcomes .

Act as a thought partner to project sponsors and teams; Collaborate to identify unarticulated needs and improve business benefits; Able to represent executive viewpoints.

Acquire knowledge of business processes and supporting technologies to define project scope, lead cross-functional designs and ultimately realize the value of the initiative through successful delivery.

End to end project planning and execution using project management standard methodologies, developing integrated project plans with management and interdependencies, risk management and resource planning.

Encourage project team members to improve their own performance; engage and empower teams to go beyond their role expectations to help each other exceed goals.

Work with leadership to design and implement plans to address found opportunities. Create and update workflow designs and written descriptions of processes to support reviews and gap analysis findings.

Co mplete analyses on current business processes, operating model and staffing levels, and industry best practices to conduct quantitative and qualitative analyses that identify opportunities for improvement and optimization.

Ensures alignment within Hunter Douglas templates, branding, and tools/technology. Guides staff to follow consistent practices, guidelines, nomenclature, and CX principles.

Qualifications:

* Expert knowledge of project management skills and software.

* Solid knowledge in s ystems and databases to include: Salesforce , Learning Management Systems, CRM.

* Expert knowledge in the use of computer and software packages such as Word, Excel, MS Office and MS Project, and all Google applications.

* Expert knowledge of working across departments, divisions and groups to achieve deadlines and goals.

* Expert knowledge presenting and communicating project updates, challenges, and risks.

* Expert knowledge building effective relationships and influencing others.

* Solid knowledge of problem-solving, solutioning , and strategic thinking.

* Solid knowledge and management of project documentation.

* Basic knowledge of Statistical analysis: understand and work around possible limitations in models.

* Ability to establish and maintain effective work relationships.

* Ability to organize and prioritize multiple assignments, and complete projects on time.

* Ability to analyze numerical information to identify trends and distinguish discrepancies and inaccuracies in prepared reports.

* Ability to troubleshoot and develop problem solving techniques to improve upon job efficiency and processes to drive learning principles and results.

* Ability to communicate verbally and in written form on a one-to-one or group basis.

* Ability to exhibit initiative to quickly learn and retain various cross discipline information within a relatively short time period.

* Ability to work with virtual groups.

* Ability to design solutions incorporating a variety of learning products. Proven competence and experience in managing complex projects with multiple stakeholders, across multiple environments.

About the Company:

Hunter Douglas, the worlds leader in window coverings , offers thoughtful design, industry-leading innovation, and a family oriented culture. Our ten decade history has created a legacy of innovations and excellence. Hunter Douglas provides a positive work environment in which passionate, creative, and cutting-edge thinkers can thrive.

Benefits of working for Hunter Douglas include:

* 13 days of paid time off accrued yearly and 6 days of paid sick time ac crued yearly; 9 paid holidays, 6 weeks paid parental leave, 40 hours family care time off and 12 hours of paid volunteer work.

* Medical ( Kaiser or Cigna), dental ( Delta Dental), a vision plan ( VSP), life insurance, STD, LTD, AD&D, dependent life, and HSA and FSA flexible spending accounts, and pet insurance.

* 401(k) with 6% company match and annual retirement contribution, and a college investment savings program.

* Employee development including education tuition assistance, and on-site development through Hunter Douglas University.

* Robust wellness program with access to monthly virtual classes through Wellbeats and monthly company wellness challenges.

* Generous discount on window coverings, charitable contribution match, employee assistance program, dependent scholarships, on-site physical therapists and more!

* Hybrid work arrangement

* Hiring p ay range : $92,500 - $1 27 ,200 plus up to 15% discretionary bonus

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Job Tags

Holiday work, Remote job, Flexible hours,

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