What You’ll Be Doing:

  • Coordinate with project, program, and initiative stakeholders
  • Generate RACI and Roles & Responsibility charts or equivalent planning tools
  • Manage project and program lifecycles using the Asana and other project platforms
  • Track software development cycle milestones
  • Coordinate with internal teams to develop and improve operational processes
  • Interface with vendor Technical Account Managers on platform deficiencies, upgrades, and support
  • Collaborate with internal teams to develop, organize, and execute cross-functional plans for delivering products that drive growth.
  • Develop project timelines and roadmaps, improve processes and workflows that result in teams delivering on their committed work.
  • Own progress tracking and reporting on all workstreams. Facilitate meetings and effectively communicate project expectations and deadlines to team members and stakeholders.



What We Look For In You:

  • Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
  • 3+ years of technical program management experience in a contact center environment
  • Excellent written and verbal communication skills in English and Mandarin, with a proven ability to present information in a clear and concise manner to various technical, stakeholder, and leadership audiences
  • Experience with Zendesk CRM
  • Experience with third-party solutions (Chat/Telephony/SMS/Social) and connector apps is a plus
  • Ability to independently operate and lead through ambiguity in a fast-paced environment
  • Curious, and a drive to make mechanisms more efficient and effective

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