In this role, you will:

Project Management:

• Create and manage integrated project schedules for the Customer Engagement team.

• Support project planning among Customer Engagement workstreams, providing key insights from cross-team stakeholders, including scheduling and resource requirements.

• Define, plan, and oversee tasks for immediate and long-term implementation.

• Perform overall project risk and issue management, documenting mitigation strategies and status.

• Collaborate with leaders across operations to identify impacts to Customer Engagement and create/maintain schedules.

• Manage project communications including providing formal and informal status to stakeholders within and outside the Customer Engagement team.

• Collaborate with team leads to document and track progress on continuous improvement initiatives Support team leads by maintaining team reports, tracking implementation activities.

• Translate program requirements into project plans.

Meeting Management

• Coordinate essential project meetings or working sessions, maintain meeting notes, and action item tracking.

• Facilitate meetings and communicate formally and informally with stakeholders to drive agenda and encourage conclusions.

• Identify project requirements and tasks as defined during working sessions.

• Organize, update, and maintain information repositories including project documentation, master schedules, collaboration tools, and tactical information.

About You

• 5-8 years of experience in project management.

• A customer-centered, service-oriented attitude.

• Experience with Smartsheet, and MS Office tools with the flexibility to leverage the best tool for each opportunity.

• Demonstrated experience as an informal leader with a track record of gaining confidence and trust of new teams.

• Demonstrated communication and decision-making skills.

• Capability to plan large and complex cross-functional projects with a high degree of collaboration and a focus on timely delivery.

• Excellent oral and written communications skills and presentation skills.

• A collaborative focus with the ability to influence others and build strong professional relationships.

• Experience with call centers, customer service and knowledge management for call center agents (a plus).