OverviewStaples Manager, Project Services Full Time in Lower Sackville, NS
Branch Lower Sackville NS CA
Manager, Project Services
Lower Sackville, NS
Manager, Project Services. 4+ years of experience in project management in a project management role. Solicit feedback on delivered projects….
Develop and manage a project management center of excellence within customer service. Lead a team of project managers to deliver projects which meet and exceed customer expectations while using accepted formal processes and methodologies. Projects will include DMAIC improvements, system deployments, technology procurements, business intelligence reports, work migration, discovery projects and third party integrations. Lay the foundations of a PMO; establish methodologies, templates, and interfaces.
Manage a team of Project Managers who guide projects in the Customer Service space to successful completion through all stages of the lifecycle. Projects are varied and include, but are not limited to, process improvement, system and technology deployment, work migration, report creation, compliance, and discovery.
Direct the activities of 6-8 geographically dispersed project managers. Provide performance coaching and feedback. Identify and capture opportunities to increase the technical proficiencies of the team. Incorporate a variety of methods (e.g. Agile) for improving the speed and quality of deliverables.
Communicate to stakeholders the status of projects. Work with clients to adjust timetables, remove obstacles, identify new work, schedule resources and prioritize current work. Solicit feedback on delivered projects. Identify ways to cut cycle time and sustain gains made upon delivery.
Create strategic plans for the team. Determine the staffing, skills, tools, and methodologies needed for the center of excellence to service its customers. Ensure that the appropriate budgets are created not only to fund the team but also for the projects the team supports.
Manage the Customer Service Portfolio. Interface with the business to identify and intake new projects. Work with peers in the business analysis and reporting space to identify resource requirements and create a workable portfolio of projects each quarter.
Minimum 4 years of demonstrated exempt-level management experience
Bachelor’s degree or equivalent work experience.
Proven ability to develop a high performing team
Experience sponsoring and/or managing a wide variety of projects (e.g. business process improvements, system deployments, cost reduction, DMAIC, discovery, work migration, report development, etc.)
PMP, Agile and/or Black Belt Certification
4+ years of experience in project management in a project management role
Contact center experience
Customer service experience
Portfolio management experience
Business Analysis background
Customer Service/Contact Centers
Staples Canada is committed to the principle of equity in employment. We welcome diversity and encourage applications from all qualified women and men, including persons with disabilities, members of visible minorities & Aboriginal People.
Employment Type: Full Time
Location: Lower Sackville, NS, CA
Posted on: 2015-08-01