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Project Mgr
Houghton Mifflin Harcourt
Orlando, FL, United States
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OVERALL RESPONSIBILITY
The GSC Supportability Manager is responsible for building a consistent, comprehensive and scalable framework for Supportability in conjunction with Release Readiness working in close alignment with GSC and HMH teams - to align people, process, and technology design and operations/readiness needs through the HMH product life-cycle. GSC Supportability Manager will help drive improvements to the product, service and ecosystem by providing the customer perspective in a well-articulated, data-driven manner that clearly identifies the product/service challenges of our customers and the impacts of these on customer satisfaction effects to the business. This role will oversee and guide efforts to research trends that prompt customers to contact support and identify people/process/technology improvements to drive down call/case volume. GSC Supportability Manager will work closely with GSC and HMH teams to turn data into critical information and knowledge that can be used to make sound business decisions. The role will be looking for an analytical thinker with great creativity for ideas/solutions as well as solid presentation and articulation skills.
PRIMARY ACCOUNTABILITIES
• Act as a Champion for the customer experience and satisfaction in the HMH product and service suite.
• Perform data analysis, use case analysis and business process mapping in order to identify and quantify inefficiencies which can be improved through people, process, and technology considerations.
• Perform monthly case analysis workshops across Global Supply Chain to investigate triggers for CSAT and DSATs and working with subject matter experts, define path to promote and address findings, effectively packaging needed course corrections with communication strategies.
• Generate regular supportability dashboards, presentation slides, and reports providing analysis and recommendations to support management and various levels of HMH leadership.
• Provide detailed analysis of where problems exist, assuring quality of the data collected, and form business solutions to resolve, formulating specific solutions to address prioritized gaps.
• Develop technical solution content to be used by customers and internal support agents and assist with training curriculum development and technically accurate yet customer-facing knowledge base documentation where needed.
• Contribute to the efficient management of escalations to drive both individual cases and broad product issues to closure through optimization, automation and elimination.
• Provide direct, effective communication to business leadership on findings associated with above activities.
• Potential people management duties responsible for overseeing and leading employees with kind and like work within the Department; planning, carrying out and attaining the mission and the goals of the business unit managed.
SKILLS/COMPETENCIES REQUIRED
• Must be well versed in initiating meetings and planning agendas to attain use cases, functional requirements, recommending application and business process improvements, and presenting functional specifications and results.
• Very strong quantitative skills coupled with knowledge of Salesforce reporting and dashboards.
• Person must be a strong team player that is able to work across the organization to move initiatives forward to achieve project goals.
EDUCATION & EXPERIENCE
Required:
• Bachelor’s Degree
• People management experience
• 2-4 years of experience as Business Analyst, Project Manager, or related work experience
• Extremely strong modeling skills in Microsoft Excel
• Experience with support environments and mindset
• Strong verbal, written, and presentation skills
• Experience in influencing product design to improve supportability
• Proven project management skills to drive ideas to solutions (removing the roadblocks)
• Demonstrated analytical ability and effective at using multiple data sources to drive change
Preferred:
• 3-5 years’ experience in a project-based role or business process role
• K-12 Educational Publishing Experience preferred
• SFDC Service Cloud and/or Wave dashboard
ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.