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Manager
Freddie Mac
Mc Lean, VA, United States
Job Details - this job has expired, please see similar jobs below
Position Overview
The Client Experience (CX) group within Sales Marketing and Relationship Management is responsible for partnering with the customer-facing business units across the Single Family Division to manage and improve the overall customer experience. The Customer Experience Delivery Office is seeking a Project Management Manager to lead the execution of strategic and tactical change management activities that impact our external clients and our internal process activities focused on improving the client experience. Seeking a candidate who is motivated with an interest in seeking partnership opportunities to improve the customer experience. The Project Management Manager will work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Some of the functions managed by Project Management Manager are recurring monthly activities, while others are ad hoc; essentially all are time sensitive and require collaboration with the SF Sales Marketing and Relationship Management team and other customer-facing business partners.
Your work falls into 3 primary categories:
Project Leadership
• Lead and execute projects to manage, improve and sustain the CX, driving a cooperative effort among members of a project team;
• Support the implementation of the CX strategy and the building of CX capabilities and related infrastructure, based on industry CX best practices;
• Create and maintain project deliverables and other project needs to meet target timelines (e.g., prioritization, funding, resources, requirements, research and analyses, status reports, issue logs, meeting notes, action items, process flows, proof of concept test plans, and other documents as necessary);
• Accurately identify, assess and report the risk/issues associated with projects;
• Develop and execute management reporting on projects, programs, and appropriate CX initiatives across Single Family as appropriate;
• Support project administration activities utilizing the appropriate tools (e.g., Project Portal, PlanView, etc.);
• Periodically present on key customer experience related efforts to senior leadership;
Thought Leadership
• Partner and engage with industry participants to stay abreast of the latest thinking in the customer experience and best practices;
• Identify and implement the appropriate methodologies, processes and tools to manage and improve the customer experience;
Customer-Centric Organization
• Contribute to the development, maintenance, implementation, and reinforcement of the CX operating model and the continual maturing of the CX organization
• Contribute to the development, maintenance, implementation, and reinforcement of a customer-centric culture across the division including specific rituals and routines, CX vision, design principles, values, and beliefs
Qualifications
•8-10 years of project management experience
•Experience in the Mortgage Industry/Financial Services
•Bachelor’s degree in business, related field or equivalent work experience
•Strong influencing and interpersonal skills
•Experience with customer-facing projects and/or other customer experience related work
•Experience applying industry best practices, analytical frameworks, process improvement tools, methodologies, and structured problem-solving techniques
•Superior communication (both written and verbal) and organizational skills
•Superior Microsoft suite (Excel, Visio, PowerPoint, Word) experience
Preferred Skills
•Positive attitude and ability to enthusiastically embrace change and be a change agent
•Role-model ownership. Be accountable for strong individual and team performance
•Strong sense of urgency
•Ability to apply independent thought, connect the dots, and gather/leverage insights to solve problems
•Ability to multi-task and do what it takes to get the ball over the goal line
•Ability to focus on the customer at all times
•Open-minded self-starter who can work independently and/or as part of a team
Top 3 Personal Competencies to possess
•Thrive in a fast-paced environment with the ability to pivot quickly based on changing priorities
•Success in working effectively across organizational silos to achieve tangible business results
•Strong tolerance for ambiguity
Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.