Sr Service Recovery Project Mgr

Overview:

Job Summary:

This individual will be required to support multiple projects at once and will support large multi-client issue including crisis level events throughout the organization.

Reporting Structure and Work Setting:

The Senior Service Recovery Project Manager typically reports to the Sr. Manager, Service Recovery

This role typically performs remote.

Essential Duties and Primary Responsibilities:

• Manage multiple complex cross functional teams simultaneously during various service recovery and/or crisis events.
• Own the entire for end-to-end success of all projects including investigation, remediation, communication, and root cause analysis ensuring cross functional alignment and efficient resolution of each project.
• Rapidly create project plans and track needed deliverables key to the success ensuring that all deliverables are completed in a timely manner.
• Serve as the primary point of contact for any communicating business impacts to executive leadership reacting with the utmost urgency during highly escalated projects and/or crisis events.
• Effectively document each service recovery event and what was done to address the situation including root cause analysis, executive summaries, talking points, emails, and any additional content needed by internal teams.
• Create and maintain reporting around the quantified business impacts of each project.
• Conduct post-project evaluations to improve response procedures based on feedback from cross functional teams. This can include identifying tools to enhance cross functional communication, streamlining processes, and working on long term mitigation strategy to increase external satisfaction.

Additional Duties and Responsibilities:

• Other duties as assigned.

Qualifications:

Education and Experience:

• Bachelor’s in communication, technology, healthcare and/or equivalent work experience.
• Six or more years of demonstrated experience leading projects and/or programs with a focus on rapid resolution and communication to all levels of team members including executive level.
• Proficiency with business and communications software; Outlook, Word, Excel, PowerPoint, and Visio is required.
• Formal writing experience is highly desired.

Specialized Knowledge, Skills, and Abilities:

• Prior experience gaining alignment from cross functional senior leaders in highly escalated situations. Ensuring that both the member and client experience is taken into consideration along with protecting the organization.
• Ability to prioritize and managed multiple projects simultaneously with a focus on dealing with high-stress situations. This includes the ability to quickly pivot, plan, and execute for the best resolution under tight deadlines.
• Ability to take manage highly complex issues, help breakdown communication barriers across teams and find resolutions when normal escalation paths break down.
• High level of discretion when handling projects that are sensitive or contain privileged information.
• This roles involvement in highly sensitive and timely recovery of various crisis and/or escalated items is unpredictable which may require flexible and/or extended working hours (including nights and weekend) within all time zones.

Physical/Mental Requirements and Demands:

• Work requires normal range of hearing, vision, and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone
• The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required.
• At times, subject to sitting for prolonged periods.
• Must be able to lift and move material weighing up to 20 lbs
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.

Travel Requirements and Conditions:

• Infrequent travel may be required.

Salary Range: $92000.00 To $142000.00 / year