Job Description:

The Manager, Project Management is a strategic and operational leader within the Customer Experience Voice of the Customer (VoC) team. This individual is responsible for managing multiple projects that drive customer satisfaction, operational efficiency, and team success. The role combines leadership, organization, and technical expertise to manage projects, improve processes, and deliver measurable results aligned with the team’s and organization’s goals.

The ideal candidate will possess strong project management skills, a collaborative mindset, and the ability to communicate effectively with diverse stakeholders, from operational teams to senior executives.

Key Responsibilities:Project Management:

Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.

Develop, implement, and manage project plans, ensuring that scope, timeline, budget, and quality expectations are met. Identify risks, create mitigation strategies, and proactively resolve project challenges. Lead cross-functional teams to ensure alignment and drive project completion. Maintain a detailed project schedule and provide regular updates to stakeholders on project progress, milestones, and deliverables.

Customer Survey Process Management:

Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.

Collaborate with the event team to design, program, and test feedback surveys for ISB Customer Community events. Provide the event team with survey links for customer distribution. Analyze survey results, develop actionable insights, and create corresponding Listen, Learn, Act (LLA) documents for input into the LLA process. Deliver survey insights and reports to the event team and other stakeholders.

PMO Excellence:

Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.

Establish and manage a high-functioning Project Management Office (PMO) to monitor, report, and guide team initiatives. Create and deliver weekly reports summarizing team accomplishments, project progress, challenges, and leadership asks. Integrate data-driven insights from PowerBI dashboards into reporting.

Product Operations Management:

Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.

Document and standardize product operations processes, including templates, to support lifecycle management. Manage scheduling and execution of review cadences, including gate reviews and milestone tracking. Ensure consistent communication and alignment with product managers and owners.

Process Improvement:

Identify and implement measurable process improvements that enhance efficiency, streamline workflows, and improve customer satisfaction. Focus on introducing tools and practices that deliver significant value to the team and organization.

Evaluate and enhance existing processes to increase efficiency, improve customer satisfaction, and align with best practices. Identify opportunities for automation and implement tools to optimize workflows.

Team Enablement:

Provide coaching and support to teams to ensure they are fully prepared for leadership reviews and project milestones. Foster a collaborative environment and continuously develop team capabilities, achieving high satisfaction from participants in coaching sessions.

Foster collaboration across teams, ensuring alignment with strategic goals and customer-focused outcomes. Partner with the Customer Experience Senior Director to prepare teams for leadership reviews and key project milestones.

Reporting and Analysis:

Leverage tools such as Microsoft Excel, Salesforce, and the Microsoft Power Platform (PowerBI, Automate, Query) to track, analyze, and report on project performance and team metrics. Use data insights to guide decision-making and recommend strategies to improve project outcomes.

Key Qualifications:Education and Experience:Bachelor’s degree in business, project management, or a related field (advanced degree preferred) or proven competency based on experience.Minimum of 5-7 years of experience in project management, with a strong preference for experience in customer experience or product operations.

Technical Skills:Proficiency in project management tools and methodologies (project management certification preferred: PMI, Agile, …)Advanced proficiency in Microsoft Excel, Salesforce, and Microsoft Power Platform tools (PowerBI, Automate, Query).

Core Competencies:Exceptional organizational skills with the ability to manage multiple, complex projects simultaneously.Strong analytical and problem-solving skills to drive actionable insights from data.Excellent communication skills, with the ability to convey complex information to both technical and non-technical audiences, including senior leadership.

Leadership and Collaboration:Proven ability to lead cross-functional teams and influence without direct authority.Experience coaching and mentoring team members to improve performance and capabilities.

Personal Attributes:High attention to detail, with a proactive and results-driven mindset.Adaptability to changing priorities and a fast-paced work environment.Strong commitment to delivering high-quality work that meets or exceeds expectations.Change Management:Lead change management initiatives to ensure smooth adoption of new processes, tools, and systems.Position Objectives and Results:Product Operations Consistency: Document and implement standardized product operations processes, including templates and review cadences, to ensure alignment and consistency across all product lifecycle management activities.Results: Document and standardize 100% of processes and templates within six months. Ensure a 90% on-time completion rate for gate reviews and lifecycle milestones.

ISB Event Survey Management: Design, program, and deliver customer feedback surveys for ISB Customer Community events on time. Analyze results to extract actionable insights and create LLAs (Listen, Learn, Act) to drive customer satisfaction and loyalty, while sharing results with the event team to inform future improvements.Results: Deliver 100% of surveys on time, with LLAs created for all survey results within two weeks of closure. Provide actionable insights to the event team within one week of analysis.

Project Management: Plan, manage, and execute complex projects to ensure timely delivery, adherence to scope, and alignment with organizational goals. Identify risks, mitigate challenges, and maintain clear communication with stakeholders to ensure project success.Results: Complete 95% of projects on time, within scope, and aligned with goals. Proactively mitigate 90% of risks to minimize disruptions.

PMO Reporting: Establish a streamlined reporting process to provide weekly updates on team accomplishments, progress against key projects, and challenges. Include metrics and insights from PowerBI dashboards to ensure leadership has clear visibility into project performance and outcomes.Results: Deliver weekly reports with 95% accuracy, incorporating key PowerBI metrics. Achieve 90% adoption of the centralized project tracking dashboard.

Reporting and Analysis: Leverage advanced tools like PowerBI, Excel, and Salesforce to track, analyze, and report project and team performance metrics. Deliver actionable insights and recommendations to leadership, enabling data-driven decision-making.Results: Provide insights from all tracked metrics, with three actionable recommendations per quarter. Deliver 100% of reports on time, maintaining