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Customer Care Program / Project Manager
21st Century Fox
Los Angeles, CA, United States
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OVERVIEW OF THE COMPANYFox Networks Digital Consumer Group
Fox Digital Consumer Group (DCG) is a strategic business unit within Fox Networks Group (FNG). The group’s focus is the development of TV and long-form, video-centric products that bring Fox’s content to more consumers. This includes the continued innovation of Fox’s existing TV Everywhere products, including FXNOW, FOX NOW, Nat Geo TV and Fox Sports Go, as well as the creation of brand-new consumer propositions.
JOB DESCRIPTION
The Customer Care Program/Project Manager must have prior experience with a development and Agile background. Must have experience in providing advanced project management and support for ongoing Customer Care Support programs. On each program/project, the PM is responsible for ensuring that the program is delivered on time, within budget, at a high level of quality. The PM manages internal teams, vendors, and external resources.
Responsibilities
• Manage major Customer Care Support projects (budgeted spend in the range of $500K - $3M):
◦ Conduct feasibility studies and evaluations.
◦ Manage project scope, including requirements definition.
◦ Define project schedule and resource allocation.
◦ Manage project(s) budget and costs.
◦ Manage project communications across the organization.
◦ Manage the determination of appropriate customer support centric solutions (technical, business, and organizational constructs).
◦ Review deliverables, obtain appropriate business approvals, and provide final sign-off for milestones.
◦ Ensure overall project quality.
◦ Integrate results of project into company operations.
◦ Manage Agile team(s) for Customer Care systems development and customization.
◦ Maintain project statuses using Smartsheet.
• Manage program and project portfolio:
◦ Monitor performance, improvement, and enhancement requirements to align with business needs.
◦ Determine scope of work efforts and apportion work into discrete manageable projects.
◦ Ensure that management priorities are followed and that goals are met.
◦ Maintain repeatable project methodology.
• Manage and execute Customer Care Support Center Project:
◦ Collaborate with Customer Care Support Vendor Program Management Team to establish and manage vendor Support Center set up.
◦ Engage with Customer Care systems POCs to ensure Support applications and tools are configured prior to Support Center launch and in ongoing basis for optimizations needs.
◦ Ensure Customer Care Support Center launch readiness for new product offerings, new platform launches, and new network support launches.
Qualifications
• Bachelor's degree or equivalent experience.
• Experience working in Customer Care or Support PMOs.
• Proven knowledge with various IT areas (Architecture, Release Management, Development, QA, End to End testing, etc.).
• 3 years of experience of direct project management experience.
• Experience running Agile projects.
• Experience with application development and testing.
• PMI certification preferred.
• Strong background in implementing large complex projects in a fluid environment.
• Requirements and General Skills:
• Excellent communication and motivation skills, and ability to interact appropriately with senior level colleagues, vendors, and partners.
• Experience delivering enterprise-wide solutions.
• Experience working with a variety of staff, delivery organizations, and partners.
• Be decisive and assertive and show initiative in problem-solving, while at the same time skilled at team-building.
• Experience in a high-volume subscription-based business is a plus.
• Ability to handle multiple tasks in a fast-paced environment.
• Willingness to take initiative and to follow through on projects.
• Strong organizational skills and attention to details.
• Creative writing ability.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
• Must have legal right to work in the U.S.
• Excellent understanding of and experience with implementation of software applications, including familiarity with data integration issues, production issue remediation, and ongoing operational considerations.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.