This job position is a 7 month contract starting on May 6th with our client in the Telecom industry.
Pay rate : $23 - $27 / hour
7.5 hours / day
5 days a week.
Reporting to the Manager - Service Development PMO, this position is responsible for leading service development and launch readiness for new products and services within the our client Business Solutions organization. The successful candidate will serve as the primary liaison the between the Business Solutions Marketing service development project team and Operations, and be an advocate for building efficient fulfillment processes with a focus on the customer experience.
Accountable for launch and operational planning of service offer including: requirements definition, business case development, risk assessment / mitigation, stakeholder update presentations, user interfaces / processes, documentation, testing, communication on basic and/or individual components of projects, post launch stability, and ongoing evolution/transformation.
Complete all required deliverables and pursue milestone stakeholder sign-off where applicable
Ensure business impacts are accurately captured and agreed upon by operations within TBS
Coordinate the completion of Enterprise Impact Assessments across all impacted teams within TBS
Enable a consistent approach to the development of authentic business cases through proper assumptions & use of data
Review and report program impacts and status on a monthly basis for all priority initiatives, including consideration of proper contingency plans
Drive implementation and execution of key business opportunities to drive efficiencies, improve processes, reduce unnecessary customer contacts and enable agents to increase productivity and quality of customer interactions
Report on post launch metrics including impact assessment accuracies providing guidance and support to the project execution resources to drive improvements
Provide templates & tools to the program execution resources to drive consistency, efficiency, and authenticity
Maintain a strong understanding of applications, products and services, organizational delivery capabilities, and our client end-to-end processes
Scrutinize projects with a focus on Customer Experience & Operational Excellence
Must have skills:
1. Process and procedural mapping
2. UAT and ORT coordination and execution
3. User story creation
4. New product and service introduction experience with Telco
Nice to have skills:
1. SAFe Agile certified
3. Presentation skills including presenting to sr leaders and PowerPoint
Purpose: Gather user stories, develop level 3 processes, complete and execute test plan and defect mgmt, support and lead the readiness requirements including the creation of procedures, and coordination of training across impacted groups
Job Type: Contract