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Project & Program Manager

Company: Wolters Kluwer
Location: Baton Rouge
Posted on: November 26, 2022

Job Description:

The Support Readiness Program Manager manages all aspects related to the supportability of Wolters Kluwer Tax and Accounting Software products and services through their lifecycle. This includes owning the support readiness journey from product concept definition through end-of-life, to ensure that Reliability, Availability, Serviceability, Usability and Install-ability are designed into the product.A key function of this role is to lead the knowledge transfer efforts of technical information in the various Customer Service Excellence functions (Account Services, Tax Content, Technical Support and Premier Services) and assists with readiness activities to ensure support team members are prepared with the necessary technical knowledge to support all new products at launch.Essential Duties and responsibilities

  • In support of regular tax product software releases throughout the year, the Support Readiness PM will define and manage service and support requirements from Customer Service Excellence (SVE) organization and drive them into Wolters Kluwer product release process.
  • The Support Readiness PM works closely with Sales, Professional Services, Learning & Enablement and Engineering to identify Quality / Customer Satisfaction issues in the design, beta, early production, and full production stages of product life cycle
  • Lead changes into product development to reduce common customer call drivers and to improve the delivery of customer support on existing products.
  • Own Customer Service Excellence teams rhythm of business through cross functional collaboration with product launch teams, while representing Customer Service Excellence requirements
  • A highly independent project manager with proven delivery of high-quality work: strong organizational, time management, and documentation skills.
  • Manage support readiness issues by interacting with Sales, Professional Services, Learning & Enablement and Engineering to develop product support plans, documentation and process to support new products and service releases
  • Provide input to Customer Service Excellence leadership regarding staff and equipment planning to support new products and service releases
  • Ensures customer reported defects are systematically logged into the JIRA by team members and works closely with product development and quality teams to ensure the defects are properly resolved.Other Duties
    • Create and maintain internal Customer Service teams internal Microsoft SharePoint website.
    • Configure and customize SharePoint systems according to Wolters Kluwer branding specifications, build scalable web applications, write and modify code, debug integration issues, and train support team members.
    • Extending SharePoint functionality with the use of Microsoft forms, web parts, and other application technologies.Job Qualifications
      • 3-5 years' experience managing projects or programs, including global, cross-organizational contact center or customer support initiatives, preferably with an emphasis on technology solutions
      • Engage stakeholders using strong influencing & communication skills to build a sense of urgency for change, setting up and mobilizing project teams, providing clear direction and leadership
      • Manage risks, issues, communication, and project delivery by planning, tracking and assessing progress using the change & readiness process
      • Ensure that customer services is in a state of constant readiness for product releases, with a mission control approach so that customer experience, retention & revenue goals are achieved
      • Embed and sustain a culture of continuous improvement within Customer Service, working with colleagues across the business to deliver an increase in CSAT, NPS and resource reinvestment opportunities
      • Collaborate effectively with SVE support teams, marketing, subject matter experts (SMEs) and others on the SVE Support team to develop technical training framework, knowledgebase content, and ensure completion of key operational readiness requirements for the launch of new products and features from development
      • Manage multiple projects and programs concurrently, with shifting timelines.
      • Perform needs analyses using available data and evaluate support readiness program results to continuously improve readiness and the customer experience with support on new products and features
      • Establish processes, tools, and tracking/reporting mechanisms to streamline and simplify launch preparations and readiness.
      • Work effectively with stakeholders in support, development Learning & Enablement, Sales and Customer Renewals teams to ensure teams are partnering effectively to resolve shared customers issues.Other Knowledge, Skills, Abilities or Certifications
        • Excellent written and verbal communication skills with experience adapting information for varied audiences (Customer Service, Sales, Product Management, Development, Senior Leadership)
        • Familiarity with JavaScript, HTML5, CSS, XML, jQuery, SQL Server, and Web Services
        • Strong influencing & stakeholder management
        • Resilience & proactivity ability to trouble-shoot and explore all options available
        • Innovation Creatively designing & executing the delivery of solutions
        • Accountability & decision making & taking calculated risks to achieve results
        • Passionate about customer experience putting the customer first
        • Clear commercial focus & drive for continuous improvementTravel RequirementsAbility to travel up to 25% to support sites in Wichita, Kansas and Kennesaw, GeorgiaEQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Keywords: Wolters Kluwer, Baton Rouge , Project & Program Manager, Executive , Baton Rouge, Louisiana

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