Senior Project Manager
RingCentral
full-time
Posted on:
Location Type: Remote
Location: Remote • Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $102,000 - $147,000 per year
Job Level
Senior
About the role
- Manage qualified projects through rapid coordination of internal ownership, resolution, and align stakeholders on progress.
- Help customers navigate RingCentral by serving as the central point of communication to restore confidence on projects and make it easy for customers to do business.
- Champion the customers’ service experience by providing the necessary get-well plan coordination and oversight until initiatives are resolved.
- Serve as the expert for internal SLA’s, operational processes, and ongoing plans to support accurate expectation setting with customers and cross-functional teams.
- Foster strategic internal partnerships to assist with providing a best in class customer experience.
- Work cross-functionally to communicate project scope, timelines, and dependencies for all critical account efforts.
- Complete and deliver root cause analysis documentation in a timely manner to enable incremental change within the business from learnings.
- Manage active incidents until resolution by coordinating communication and actions between SRE NOC, Support, and Customer Success.
- Simplify communication during an outage to convey a unified message.
- Coordinate and compile updates to ensure prompt communication with all internal customer-facing stakeholders during outages.
- Manage and Exercise Command Control over large, complex programs that involve the resolution of numerous concurrent customer experience issues.
- Develop and Execute Program Plans, including comprehensive planning, phasing, and strategic execution.
- Serve as the Communication Hub, facilitating necessary internal/external calls and managing all formal customer communications related to the program.
- Partner directly with the Account Team to ensure program activities maintain a positive customer experience and achieve successful outcomes.
Requirements
- Minimum 10+ years developing relationships with strategic large enterprise and communication provider customers, with a strong focus on problem resolution and the overall Customer Experience.
- Proven track record of success with creating cross-functional alignment and driving projects to completion.
- Formal project management certifications such as PMI, PRINCE, and ITIL preferred.
- Experience with Contact Center or SaaS
- 5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company.
- Self-motivated individual capable of working in a face-paced, dynamic environment.
- Detail and results oriented; skilled at both planning and hands-on execution.
- Proven ability to communicate at all levels with excellence.
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- Voluntary supplemental health coverage and life insurance
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee 1:1 coaching, perks and discounts program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementroot cause analysisprogram planningstrategic executioncommunication management
Soft skills
problem resolutioncustomer experiencecross-functional alignmentself-motivateddetail-orientedresults-orientedexcellent communication
Certifications
PMIPRINCEITIL