Contact Solution Project Manager

Under broad supervision, manages projects through full life cycle from project definition through implementation of project deliverables. Creates collaborative partnership with all internal and external team members to accomplish the deliverables.

The Contact Solution Project Manager will report to the Assistant Deputy Commissioner for Families and Eligibility. Under limited supervision, this position is responsible for project management activities that will transition the current IVR (integrated voice response) system and client contact solution to a future state solution. This project has technical, policy, and process requirements that may impact multiple programs, workstreams, and systems. This position creates project plans using appropriate project management methodologies with input from primary stakeholders, coordinate resources, communicate progress, and must meet and account for project milestones. 

Job Responsibilities: 

• Selects and uses project management methodologies backed by modern software approaches such as SAFe, SCRUM, and Agile.
• Manages overall coordination of project from planning through implementation.
• Sets and manages project plans, priorities, timelines, milestones, and deliverable schedules. 
• Regularly monitor project progress against the plan, identifying potential risks and roadblocks and developing mitigation strategies.
• Proactively manage changes to project scope and requirements.
• Collaborate with IT, Vendor, project team members and subject matter experts to implement solutions according to agreed-upon milestones and deliverables.
• Leads project planning sessions with multiple stakeholders, vendors, and subject matter experts.
• Coordinates the activities of multi-functional, collaborative teams, as well as task dependencies and schedule.
• Oversee stakeholder communication of progress, blockers, next steps.
• Assist with test plan and issue management process development.
• Document vendor progress of adhering to contract deliverables and communicate with executive leadership as needed to address deficiencies. 
• Provide timely updates to stakeholders on project status through reports/presentations.
• Develop and lead the project team to the delivery of successful project outcomes. 
• Coordinates staff and other resources as needed.
• Facilitates discussion and consensus among various project stakeholders. 
• Manages vendor relationship and deliverables

Required Qualifications

Bachelor's degree in a related field from an accredited college or university AND Five years of recent relevant project management experience.

Preferred Qualifications: 

Required Qualifications: Bachelor's degree in a related field from an accredited college or university AND Five years of recent relevant project management experience; and the following: 

• Relevant certification such as Project Management Institute’s Project Management Professional (PMP) certification or other
• Strong understanding of software development methodologies (Agile, Waterfall, etc.) 
• Experience with project management tools (Jira, Asana, etc.)
• Experience measuring staff effort related to user stories and tasks surrounding testing, development, and any other part of a typical technical strategy or implementation project
• Experience working with data systems and acting as a liaison between business users and technical staff.
• Experience project managing client contact solution projects
• Knowledge and experience with Salesforce 
• knowledge and experience of integration methodologies and best practices
• Understanding and use of document management and version control.
• Experience gathering and presenting information to various levels of stakeholders. 
• Experience managing projects with multiple project teams.

Technical Competencies:

• Intermediate skills in SharePoint and relational databases.
• Advanced skills in Excel and other Microsoft Office applications.
• Excellent communication skills, both oral and written.
• Ability to communicate complex information in a clear and concise manner. 
• Expert organizational skills.
• Ability to organize and evaluate data to drive decision making.
• Ability to collaborate and work effectively as a team member.
• Demonstrated ability to form and maintain collaboration among partners.
• Ability to develop trusting relationships and resolve conflict.
• Excellent leadership and team management abilities 
• Ability to work with diverse communities and sensitivity to needs and concerns of various cultural groups.
• Demonstrated ability to take initiative, prioritize work, manage time, and respond effectively to rapidly changing environment.
• Demonstrated knowledge and skills in assessing and mitigating risks through risk planning and practice management.

Physical Position Requirements:

• The position is home-based with measurable quantitative or qualitative results-oriented standards of performance that are structured to be performed independently of others and with minimal need for support. 
• The ability to speak clearly, to hear and understand at a normal conversational level, and to receive detailed information through verbal communication.
• Close visual acuity to perform an activity such as: preparing and analyzing data; viewing a computer terminal; extensive reading and visual inspection. 
• Full range of hand and finger motion for data entry purposes.