Customer Support Project Manager 3 - (US-UT-Draper - 84020)

Minimum Education: Tech School
Job Type: Full Time
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Responsible to:
-- Lead and manage large cross-functional, often global initiatives within the North America Customer Support Program Management Team.
· Partner with Global IT, Workforce Management, and Outsourcing on key technology rollouts coordinating all CS components of a successful integration (i.e., Organizational Change Management, Channel & tool integration, training, onsite rollout support, etc.)
-- Support and partner w/ Product Management on key initiatives, coordinating all components of a successful CS integration: (i.e., updated capacity plan, secure funding, development of FAQ’s, support content, Intranet announcements, training, QA, etc.).
-- Establish and maintain relationships with key players in all Product, IT, Marketing and Customer Support Operations teams.
-- Manage the Customer Support integration efforts associated with the acquisition and assimilation of companies into eBay.
-- Manage project tasks including, but not limited to: Determining and assessing potential impact of product ideas to the Customer Support organization; defining project scope; conducting project kickoff meetings; facilitating the creation of technical, functional and business requirements; developing detailed project plans including budgets and resource plans; tracking/managing projects from initiation to successful completion; communicating project status; resolving project issues, problems, and changes; leading projects to overall success; applying lessons learned from past projects to future projects by developing and continuously improving tools, templates and processes.
-- Develop strong relationships throughout eBay and at all levels within the company
-- Coordinate implementation of products and features for International rollouts.
-- Assist production QA group in identifying/prioritizing pre-production bugs with end user impact and coordinate post-rollout testing.
-- Provide CS with daily and weekly reporting of feature/product development, from conception through launch, while working closely with the content teams to ensure accurate and timely data is available for FAQs, responses, and support representative education.
-- Provide timely feedback to Product Management organization on BRDs and PRDs, ensuring CS requirements and member feedback are integrated into current and future products.

Qualifications
· 3+ years of Project Management experience and Business and/or Technical bachelors degree or 6+ years of of Project Management experience or relevant experience such as Supervisor experience in a contact center, Product Management, or software development release experience
· Project Management certification is preferred.
· Experience in small, mid, and large-scale project management
· Ability to develop strong professional relationships and to influence peers, managers and other teams
· Strong communication and facilitation skills
· Ability to multi-task between concurrent assignments and to work in a fast pace organization
· Attention to detail

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