Customer experience manager serp_jobs.h1.location_city

Customer Experience Project Manager

Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry's largest network of experts, Freeman's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 97-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

The Customer Experience Project Manager will serve as the right-hand to the VP of Customer Experience Enablement. This role will support the VP in delivering against goals and commitments and ensuring due dates are met. In addition, this role will manage multiple, complex projects for Customer Experience Enablement designed to drive transformation objectives, Customer Experience related initiatives, and introduce new features or enhancements. The role is also intended to inspire new thinking and bring a fresh perspective to facilitate more efficient and effective processes. This position will support our Customer Experience team. It is eligible to work a hybrid schedule, generally requiring work in-office and / or show-site 2-3 days per week based out of Dallas, TX.

Essential Duties & Responsibilities

Work closely and effectively with the VP of Customer Experience Enablement to ensure the VP is well informed of upcoming commitment and responsibilities.

Manages a variety of special projects for the VP of Customer Experience Enablement, some of which may have an organizational impact.

Prioritizes conflicting needs : handles matters expeditiously, proactively and follows through on projects to successful completion, often with tight deadlines.

Records action items during VP Customer Experience Enablement attended meetings and ensures post-meeting strategic action items are executed.

Oversees large organizational (often cross-functional) projects or initiatives and helps drive them through to completion by due dates / deadlines.

Assumes responsibility for day-to-day and long-term projects and tasks, ensuring completion of VP Customer Experience Enablement action items.

Formulate project scope, plan, and working framework to align with Program Charter outcomes.

Provide project oversight and is accountable for project delivery and business results.

Monitor and maintain program timelines, milestones, and resource requirements.

Monitor stakeholder expectations.

Take corrective action to address gaps.

Resolve issues / risks / decision support that do not require Program Manager attention.

Produce and manage related project related documentation including project plans, status dashboards, stakeholders communications, project updates, and roadmap.

Participate in quality management reviews of the designs, prototypes and other requirements work products to ensure they fulfill the requirements.

Ability to review project deliverables for completeness and quality, and compliance with established project standards.

Provides ad-hoc documentation and project support to the business.

Provides documentation of current and future state processes.

Education & Experience

Bachelor's degree preferred, High School Diploma or Equivalent with relevant work experience required.

4+ years experience as a Project Manager.

2+ years of executive-level professional experience in a corporate setting.

At least 1-2 projects related to implementing end-to-end enterprise systems; such as SAP, Salesforce, MS Dynamics, MDM.

Exceptional customer service and organizational skills required.

Strong interpersonal communication and facilitation skills.

Strong presentation skills.

Sense of urgency and initiative.

Excellent written and verbal communication skills.

Ability to work independently.

PMP certification preferred.

Ability to implement medium to large-scale programs with excellent project management skills.

Some enterprise systems deployment experience including related process improvement; organizational readiness planning and execution.

Strong problem-solving skills; able to synthesize multiple information inputs into clear, actionable project framework and plans.

Able to communicate clearly and succinctly with multiple stakeholder organizational levels, from technical resources, front-line employees, User Community, Business Unit Leads, and Executives (verbal and written).

Highly organized with ability to manage multiple competing priorities and meet deadlines.

Ability to facilitate discussions about complex topics, influence effectively, and drive to project outcomes.

Ability to take initiative and remain motivated, achieve goals in ambiguous environments, prioritize work for others, and implement structure with clarity.

Proficient in Microsoft Word, Excel, PowerPoint, Project, Visio, Teams, Sharepoint as well as other project management and time tracking tools.

Ability to analyze financial operating statements.

Travel Requirements

Travel up to 25%

What We Offer

Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.