Contract Marketing Program Manager - Customer Benefits

Mindlance is a national recruiting company which partners with many of the leading employers across the country. Feel free to check us out at http://www.mindlance.com.

This role will work with internal and external partners across multiple countries to facilitate flawless, on-time delivery of local market assets and processes across all channels, including digital, phone and paper-based communications. The Project Manager will also drive improvements in customer loyalty through cross-channel management, enhancement process development, and defect resolution.

Key Responsibilities

The Project Manager responsibilities include the following activities and deliverables:
• Create and manage E2E process for asset delivery of digital programs, including: requirements identification, timeline management, track progress and dependencies, issue identification and resolution, and oversight of delivery bundles
• Partner with digital site experience team, global program team, Legal, compliance, agencies and platform partners to deliver all digital assets, including html bundles for content, functionality, tracking, measurement, and customer support.
• Develop process for incorporating creative and functional enhancements into release calendars to support major, minor and maintenance launch schedules. Lead prioritization of enhancements, ensuring maximization of value and impact to overall business.
• Partner with US and Global market training SMEs to lead the development of new and ongoing training for customer facing and back-office team staff. Partner with translation partners to ensure the quality of materials and support.
• Partner with US and Global markets and Production IT team to identify all open defects, ensure appropriate prioritization, and ensure closeout of issues. Drive communications throughout leadership team, escalating issues where appropriate.
• Document all existing and new digital processes and procedures for asset creation and handoff, as well as processes and business rules to manage all digital functionality. Work with internal and external partners to deliver a "One Client” experience to customers, regardless of service provider. Document process changes, ensuring proper alignment.
• Create senior level communications, i.e., PowerPoint decks, status sheets, etc., to ensure all team members are informed of progress and plans.

Qualifications
• 10+ years of direct, relevant experience in project or process management
• Bachelor's degree required; advanced degree preferred.
• Demonstrated ability to synthesize information across customer feedback channels, prioritize improvement efforts, and drive results with a strong sense of urgency and decisiveness.
• Strong and disciplined process improvement capabilities that have produced meaningful increases in customer satisfaction and loyalty over time.
• Pragmatic problem-solver. Solutions oriented.
• Experience working across a complex group of businesses or markets preferred.
• Ability to understand and anticipate complex business challenges and create an actionable plan to mitigate concerns and risk
• Proven experience leveraging an integrated collection of technologies and methodologies to deliver website experiences
• Work on multiple work streams with varying timelines and complexity with authority and passion. Proven expertise in time and project management
• Strong relationship management skills with ability to deepen relationships and build partnerships among peers, internal partners and external constituencies.
• Proven ability to manage complex projects and cross-functional teams and deliver results in a fast-paced, deadline oriented environment
• Exceptional verbal and written communications skills, and comfort interacting with all levels of management
• Business maturity with ability to anticipate downstream impacts of decisions
• Ability to make tradeoffs and working knowledge of technical development approaches (agile sprints, waterfall, etc)

Regards

Venkatesh

732 243 0292