Data Innovations LLC

Project Manager

• Lead and manage project teams, assign and coordinate tasks, provide guidance and motivation to team members
• Successfully manage multiple projects simultaneously, from initiation & planning to closure, while keeping project documentation up to date and communicating with key stakeholders the status of projects
• Collaborate with key stakeholders, including clients, internal cross-functional teams, and business partners
• Develop comprehensive project plans, including timelines and resource allocation
• Procure adequate resources to achieve project objectives in planned timeframes and manage day-to-day project activities
• Monitor project progress, ensuring adherence to timelines, budgets, and quality standards, and make necessary adjustments to keep projects on track
• Identify potential risks early on and develop proactive measures to mitigate their impact on project outcomes
• Track and resolve project issues with timely and effective communication of status, including clear identification of owners, action items, and targeted dates for resolution
• Act as an internal quality control check for the project team
• Recognize up and down stream impacts and act as needed to ensure the success of a project
• Escalate issues as appropriate to ensure successful completion of projects, including immediate escalation to leadership on any issues impacting service delivery
• Conduct regular project status meetings, providing updates to stakeholders, addressing concerns, publishing meeting minutes, and ensuring effective communication throughout the project lifecycle
• Manage all aspects of multiple projects to ensure the overall portfolio is aligned to and directly supports the achievement of strategic objectives
• Report on project delivery metrics and success criteria results, while regularly maintaining project portfolio data in the supporting technology solution
• Work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation, excellence, while fostering cross-functional knowledge sharing among team members
• Drive client satisfaction by ensuring the delivery of high-quality services that meet or exceed client expectations, while developing a trusted advisor relationship with assigned customers

Laboratory Solution Project Manager

• Lead and manage strategic, business-critical projects governed by the Program Management Office (PMO)
• Develop comprehensive project plans, including scope, schedule, resources, risk management, and communication strategies
• Orchestrate and coordinate cross-functional teams to execute project deliverables
• Monitor project progress, proactively identify and mitigate risks, and resolve issues to ensure successful project delivery
• Apply best practices such as Agile, Lean, and Change Management methodologies to optimize project
• Maintain accurate project documentation, including status reports, dashboards, and lessons learned
• Communicate project status, risks, and outcomes to stakeholders at all levels, ensuring transparency and engagement
• Facilitate stakeholder engagement, manage expectations, and build collaborative relationships across the organization
• Drive continuous improvement by conducting post-project reviews and implementing process enhancements
• Serve as a champion for project management excellence, mentoring team members and promoting the use of standardized tools and methodologies

Customer Support

• Actively manage a team of 5+ Customer Support Engineers, both local and remote
• Provide management support to the short- and long-term global customer support strategy, programs and processes to help maximize customer satisfaction
• Accomplish customer service staffing objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policies and procedures
• Manage employees’ performance and promote their individual professional development through timely performance reviews, regular interaction and coaching
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepare and complete action plans; implementing, productivity, quality, and customer-service standards; resolving problems; complete audits; identify customer service trends; determine system improvements; implement change
• Foster a culture of collaboration, learning and innovation
• Determine customer service requirements by maintaining contact with customers; conduct surveys; form focus groups; benchmark best practices; analyze information and applications
• Improve customer service quality results by studying, evaluating, and re-designing processes; establish and communicate service metrics; monitor and analyze results; implement changes
• Maximize customer operational performance by providing technical advice; resolve problems
• Improve job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organization
• Be a highly visible customer advocate across the organization
• Ensure that quality and/or patient safety issues are handled according to Data Innovations’ policies and procedures
• Ensure continual compliance with Company and Quality System
• Occasionally conduct trainings and presentations on new policies, procedures and work instructions
• Establish and maintain best practices to ensure data integrity and accuracy for internal systems (i.e. CRM).

Laboratory Solution Project Manager

Project Manager

Customer Support Manager