Program Manager - PMP, Lean Six Sigma Certification, change management

Estimated Length: 12 months 9:00 am - 5:30 pm (7 1/2 hours/day)(5 days a week/ 37.5 hours a week/est. 1950 hours per year)

• Program management of CCaaS and CRM platform implementations.
• Scheduling and task management for project deliverables
• Management of technical project managers and vendor project teams inclusive of making sure requirements for integration between the platforms is coordinated between these teams.
• Work with SME’s and agency knowledge experts to translate requirements into deliverables for the vendor and project resources
• Utilize change management skills to work with agency leads, training teams and user groups to get quick adoption of new system capabilities and methods of use in the CCaaS/CRM work environment
• Work with Labor Relations to assess impact of consolidation and understand what features of the new platforms can be deployed among specific work groups based on union rules and limitations. Work with labor relations teams to incorporate best practices and skills enhancement to take advantage of platform capabilities.
• Work with Acting Director of Program Delivery and Executive Team to resolve problems and develop solutions to roadblocks during engagement.
• Plan appropriate training efforts with vendors to maximize capability of the new technology platforms while making sure the platforms are setup to accommodate CBA requirements.

• Fluent in development of
  customer facing technology platforms such as Contact Center, CRM and helpdesk service systems.
• Ability to efficiently manage project schedules for advanced communication systems implementations for timelines up to 1 year.
• Ability to ensure that project requirements are scoped and accounted for early and often in the initial stages of project development to prevent backtracking and project changes later in the program cycle.
• Experience and knowledge of change management principles, methodologies and tools.
• Excellent communication and interpersonal skills with the ability to influence others toward a common vision or goal
• Excellent organizational and presentation skills.
• Demonstrated ability to work with all internal levels within a given organization, including the Client Board.
• Demonstrated ability to communicate and interact well with Agency leads that may have concerns about workstream standardization and how it may affect communication with customers through the new platforms
• Demonstrated ability to work in a high profile, high-pressure environment effectively. Ability to work with internal labor relations representatives and union reps to work through CBA issues and suggested changes to employee workflows that management requires when using more advanced technology solutions for customer communications.
• Demonstrated analytical capabilities and quantitative skills.

• Bachelor’s degree in Communications, Business, Public Policy or a related field from an accredited college.
• Minimum 10 years related experience in high level consulting engagements with project management acumen
• Experience with transformation-oriented projects that involve consolidation of resources and implementation of technology to make the business environment lean and efficient.
• Experience working with experts and executive-level leadership to provide best-in-class project and process results.
• Experience applying change management skill sets to a resource consolidation environment with represented employees.

• PMP and or
  Lean Six Sigma Certifications are a plus.