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Job Descrption

Joining the Customer Success team as a Project Manager, you will be responsible for managing and implementing strategic projects that will drive world class digital and expert-led customer experiences. You will also be responsible for the change management of product feature releases, new products, partnerships, and marketing campaigns. You will power prosperity by managing change that drives frictionless customer experiences, growing and retaining our customer base. You will partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product) to positively influence change by optimising customer touchpoints through carefully crafted human and digital experiences.

We are looking for creative problem solvers with a passion for tackling tough customer problems to join our team and serve as a Project Manager, with responsibility for delivering business outcomes.The role is an individual contributor that conducts activities such as creating, managing, and... documenting projects, measuring and reporting outcomes, and enabling scale through global alignment of processes and frameworks. You will be an advocate and influencer for effective change management across the business. You will provide expertise and guidance in support of seamless customer and employee touch points across the change to achieve business outcomes, such as customer retention and advocacy.
ResponsibilitiesFocus strategically
• Have autonomy to work collaboratively with the leaders in your space to drive the project/program strategy to accelerate the most strategic business outcomes
• Leverage a data backed approach to execute, monitor and communicate progress, trade-offs or decisions needed
• Forecast increases in customer service volume to ensure frontline teams are staffed accordingly, and implement levers to mitigate risk related to the change

Lead change
• Build trust within the team
• Understand and support key changes and type of change (process, technology and organisation) being driven by the program
• Role model and embrace change to lead teams through evolving priorities

Enable scale
• Execute on improvement within the project/program and work with stakeholders to implement
• Participate in opportunities to engage with the program community to improve your craft

Domain expertise
• Exhibit intellectual curiosity and eagerness to understand new technologies
• Identify technical dependencies and any gaps, determine capabilities needed and engage the proper technical experts to determine a solution

Deliver programs
• Develop a high quality project/program management
• Manage the project/program operating rhythm
• Track risks and issues and work with stakeholders to determine response plans
• Drive the resolution of escalations and decisions using robust decision-making
• Uses data to assess progress to plan and communicate progress to stakeholders

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