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Customer Experience Project Manager
| Company | BILL |
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| Location | Draper, UT, USA |
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| Salary | $76900 – $91900 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2+ years of experience in support, product launches, and organizational planning.
- Experience using JIRA and Asana for project management.
- Strong risk management skills related to project management.
- Proven ability to manage multiple projects and deadlines effectively.
- Experience working cross-functionally with diverse teams.
- Strong problem-solving skills with a focus on scalable solutions.
- Effective communication and presentation skills.
Responsibilities
- Develop and implement readiness strategies, coordinate with CXO Leaders and cross functional teams to ensure comprehensive readiness for respective areas of responsibilities.
- Contribute and refine SOPs to ensure consistent and efficient launches, including regular reviews and updates to reflect process and organizational changes.
- Develop communication plans to ensure all stakeholders are informed.
- Facilitate and drive meetings with all stakeholders.
- Identify risks associated with rollouts, develop mitigation plans to reduce impact or probabilities of risks.
- Ensure staff and agents understand and can effectively communicate impacts, features, and benefits of new releases to customers.
- Track rollout and operations performance based on KPI’s (time to launch, customer effort scores, resolution time)
- Lead retrospectives to identify gaps in process, related to product launch and communication for continuous improvement.
Preferred Qualifications
- Project Management Professional (PMP) certification, Certified Associate in Project Management (CAPM), Agile Certified Practitioner (PMI-ACP) or similar certifications.
