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Manager, Technical Project Manager
Blackboard Inc.
Washington, DC, United States
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With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company. Position Summary
The Manager, Technical Project Management, as part of Blackboard’s Cloud Provisioning team, is responsible for responsible for managing the delivery of our cloud hosted solutions directly to customers, with specific responsibilities for North America customers and team. Responsibilities will include managing and distributing the work in on-boarding and migration of new clients, tracking, supporting and mentoring the work of team members - along with actively participating in the project management of data migration, coordinating with the customer and internal teams for support and implementation, and assisting at a technical level at times.
The position involves extensive collaboration with Sales, Finance, Infrastructure and Application Operations, and Database Administrators among others. The candidate must be detail oriented, have an IT background, experienced with our products and technology, have good project management skills, have experience in a senior/team lead or management role, possess ability to multitask, provide the highest level of customer service, and work under limited supervision.
Position Responsibilities
1. Directly manage and mentor a team of service delivery professionals, assigning and delegating work across the team; act as primary escalation and information point for US onboarding and migration activities. As part of the global management team, help provide assistance where needed for global operations.
1. Own and manage complex technology environment setups from initiation to completion that include their progress tracking, quality documentation and continual client communication, along with some hands-on technical work at times.
2. Serves as primary customer contact and technical expert for more complex onboarding migrations, managing overall company customer interface relationships for defined scope(s) of work to ensure responsiveness to customer needs, effective professional conduct and communication of status updates.
1. Develops project process and documentation for client data migrations and other projects as assigned; defines and assigns work to Operations teams; monitors and controls work in progress for technical adequacy; and provides active assistance to meet schedules or resolve complex technical or customer requirements.
1. Proactively identify and act on areas fpr process improvement and integrity of our provisioning and onboarding processes by reviewing team members work, client data and other information as part of daily work – identifying/analyzing trends and following up with review or audits where necessary.
2. Other duties as assigned
Professional Qualifications
• Minimum of a Bachelor’s degree; with at least 2 years of work experience in a relevant technical discipline
• Experience in project management leading clients and team members through large complex system implementations and integrations
• Demonstrated communication, analytical and problem solving skills, and short term and long term planning skills
• Fluency in written and spoken English are required, other languages a plus
• Portrays a professional demeanor with the ability to establish and maintain effective business and client relationships
• Background in web technologies and enterprise application implementations in a UNIX/Oracle environment
• IT customer service or other client-facing experience required
• Excels in Customer Service and understands “Customer First” philosophy
Preferred Skills
• Blackboard application knowledge from a system administrator or help desk perspective
• PMP or equivalent project management certification
• ITIL certification
• Previous experience in the education industry and e-learning technologies
• Background in content/knowledge management and digital asset management
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.
Location/Division: Chantilly, VA, USA, Reston, VA, USA, Washington, DC, USA Job Requisition: BB-1186