Job Title: Customer Support Project Manager
Duration: +6 months with a scope of extension or conversion
Job Type: W-2
Facebook Reality Labs is searching for an experienced Agile Project Manager to work with our Global Customer Care Operations supporting initiatives with our Contact Center Operations in support of our Oculus and Portal products.
This person will be responsible for driving progress on all Agile based assigned projects, managing resources, stakeholder communications and tracking milestones. You will have the opportunity to work across multiple operations and software engineering teams focused on optimizing internal tools using Zendesk/Salesforce/Khoros Care, implementing new digital communication channels, platform integrations, business process management and technical documentation.
Provide scheduling tool support (resource leveling, reporting).
Measure and report progress of project teams
Define milestones and deliverables.
Monitor and reporting status of key milestones and deliverables.
Conduct regular status meetings.
Monitor issue resolution.
Manage change control process.
Coordinate strategic initiatives through cross-project management.
Foster clear communication and synchronize activities among multiple project sites.
Maintain project documentation repository.
Manage sign-off of key deliverables.
Facilitate workshops, product demonstrations and software trials.
Coordinate, conduct and participate in Quality Assurance reviews.
Conduct risk reviews.
BA/BS degree or equivalent practical experience.
5+ years of experience in roles involving customer support, customer experience, operations,
product launches, data analysis or technical systems
3+ years’ experience managing projects or process improvements
Experience working within an Agile methodology
Experience with program management using strategic, analytic and creative evaluation with a
focus on problem solving customer experience pain points upstream
Experience with assessing, analyzing and resolving complicated issues, and distill that complexity into simple and concise communication
Experience building connections with cross-functional partners and team members through
effective communication and collaboration, while delivering results in a goal-oriented
Experience working in a global cross-functional environment across multiple time zones with
Self-starter, intellectually curious and creative individual with experience operating in ambiguity
Experience using Zendesk, bonus for any experience as a Zendesk Administrator
Experience with project management software and tools such as Microsoft Project, Asana,
Avid user of Oculus, Portal products