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
