Project/Product Manager - Tool Migration

Project/Product Manager – Tool Migration 

Location:  Remote USA

Contract Type:  W2 through Staffing Supplier

Contract Duration: 5 months to start, with strong potential for extension

Pay Rate:  $25 - $28/hr

About the Team 

There are often bumps in the last mile of deliveries, and our client’s CXI (Customer Experience & Integrity) organization ensures someone is there to help make things right. As one of the company’s core operations teams, the Tx efficiency team ensures that agents are equipped to handle our customers' issues and drive a great experience. The team owns the customer experience across all platforms and lines of business playing a critical role in adjudicating some of the most difficult customer interactions and problems.

About the Role

Our team is looking for a contractor to help our team deliver and scale internal product tooling for agents while reducing cost. You will have demonstrated experience, effective execution, and be excited to solve our most challenging problems. You'll be a strategic problem solver, responsible for helping ensure that a large cross-functional team - including operations, product and engineering - is working together seamlessly to provide an exceptional customer experience. You will report to one of our leads within our Tx efficiency team within our broader Customer Experience & Integrity (CXI) Organization.

***This position requires past migration, analytics, and operations experience – the chosen candidate will own a change management campaign as our client migrates from Salesforce to a new internal tool for case management/processing.  

You’re excited about this opportunity because you will… 

• Define product feature roadmaps with product engineering team
• Develop project plans across all relevant stakeholder groups to ensure the successful development and deployment of features
• Act as the quality assurance arm of the development; flagging critical quality blockers to feature launches and risk mitigations
• Contribute to the constant improvement of features with post-launch defect tracking and remediation
• Work closely with a large array of cross-functional partners including Product, Analytics, Engineering, Global Support Ops
• Gain a high level of visibility from org leadership by leading two fast growing and strategic areas of the business

We’re excited about you because… 

• You’re organized.
• You thrive in creating structure out of nothing.
• You solve problems from first principles.
• You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking.
• You thrive with a diverse set of responsibilities.
• You love working across a breadth of disciplines and teams.
• You’re analytical.
• You let data win arguments, and you’re comfortable pulling your own data in SQL or modeling in Excel.
• You’re persuasive.
• You are an effective communicator, speaking as if you’re right and listening as if you’re wrong.
• You meet people on their level.
• You act with urgency. Speed excites you.
• You prefer an accomplishment today to an accomplishment tomorrow. You’re relentless.
• You do what it takes to win, no matter what.
• Bachelor’s Degree
• You have 5+ years of experience.
• You’ve succeeded in a competitive, or challenging environment.