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Responsible for end-to-end delivery of projects, managing quality, communication with stakeholders, and ensuring customer needs are met within the implementation cycle.
Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.
Who We Are
Intradiem is a technology company on a mission to reinvent customer service through automation.
What We Do
We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.
How We Work
We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.
Our Culture
We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.
Our Values
We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:
- Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
- Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
- Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Own end-to-end delivery of internal initiatives and/or process improvement projects for all areas of the organization including planning, executing and delivering.
- Manage and own quality of delivery for complex technical client engagements (typically categorized as more than 1 ACD and 1 WFM integration) including planning, executing and delivering.
- Develop and maintain comprehensive project plans and schedules, ensuring effective management of inter-dependencies, risk mitigation, change control, and project team communication.
- Build and nurture strong relationships with internal stakeholders through networking and providing adequate project team support.
- Communicate project status, issues, risks, and changes to project team members, stakeholders, and senior management.
- Lead customer kick-off meetings, status meetings, and milestone reviews with executive presence.
- Guide the project team in the planning process, defining appropriate processes, securing necessary resources, and ensuring contractual compliance.
- Review external documents to identify potential technical, logistical, or business issues, and collaborate with Sales and Contracts teams to address them effectively.
- Proactively support customers and partners throughout the implementation cycle, ensuring their needs and goals are met.
- Stay up-to-date on changes in technology, customer environments, and product direction; assess the impact of these changes on project efforts and communicate implications and strategies to stakeholders effectively.
- Serve as the primary escalation owner, driving cross-functional resolution and executive-level communication.
- Ability to travel up to 10%.
- Conduct all business in accordance with Intradiem policies and procedures.
- All other duties as assigned.
Your Background:
- Bachelor’s degree in business, technology, or a related field.
- 3+ years of experience in project and/or program management, with a track record of successfully delivering complex projects.
- PMP or other project management certification is preferred.
- Experience in managing internal company projects, process improvement initiatives, and technical engagements.
- Experience using modern project and delivery management tools
- Experience working with Salesforce/Certinia or comparable CRM or Professional Services platforms is preferred.
- Strong knowledge of project management best practices and the ability to adapt methodologies based on delivery needs.
- Previous experience in managing SaaS-based or technical projects is highly desirable, but not required.
- Knowledge of contact center operations and industry practices is a plus.
- Exceptional organizational, interpersonal, analytical, and problem-solving skills to effectively manage risks and ensure project success.
- Demonstrated ability to build and maintain long-term relationships with customers, treating projects as long-term commitments.
- Strong verbal and written communication skills, with the ability to develop compelling presentations and present to diverse audiences.
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.
Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Top Skills
Certinia
Project Management Tools
Salesforce
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