Corporate Careers

Implementation Project Manager

Location: Miramar, FL
Job Code: 195

Description

I Arise in the morning torn between a desire to improve the world and a desire to enjoy the world. This makes it hard to plan the day. – EB White

At Arise you don’t have to choose.

Since 1997, Arise Virtual Solutions has brought thousands of jobs back to the United States, we have helped disabled American’s get back to work, and have gone green… bright green.

Today, we are the leading virtual call center in the United States, and we continue to grow at a phenomenal rate. As one of the fastest growing and most dynamic business service offerings in the US, we are on track to becoming a major force in the $150 Billion Dollar call center market, and virtual services space.

Are you a dynamic individual who thrives in a fast paced and fun environment? Do you consider yourself an “Undisputed Top Performer”? If so, read on and apply directly at http://www.arise.com/corporate-careers/

Arise is searching for an Implementation Manager to provide project development, leadership, management, and oversight for new client implementations and large existing client new business and growth projects. These projects are normally major initiatives that require corporate guidance and oversight. They will vary depending on size and scope and will require flexible tailored project management solutions. This position provides day-to-day project team management as well as communications with key stakeholders and subject matter experts to ensure successful execution. It includes direct interaction with a broad range of senior, technical, and functional managers along with subject matter experts within Arise and the client teams.

Responsibilities:

  • Manages implementation of strategic accounts by managing the five project management process groups – initiate, plan, execute, control, and close.
    • Develops and manages project plans based on implementation scope information collected in the sales, contracting, and discovery process.
    • Defines the roles, identifies, and coordinates the activities of Technology, Recruiting, Certification, and Client Results Team resources for the project
    • Schedules, coordinates, manages standing calls with the Arise and client team to drive communication with client’s contacts and PMO including status reporting
    • Day to day Single Point of Contact for client. The voice of Arise to the client PM.
    • Manages project priorities and requirements to ensure that the project is delivered on schedule, within scope, meeting quality expectations and within budget
    • Resolves project problems and conflicts, escalating when necessary
    • Develops and delivers appropriate communications solutions to ensure that impacted teams are informed as early as possible in the PM process
    • Analyzes project outcomes and applies lessons learned from recent projects
    • Delivers desired results to client

Planning/Scheduling

  • Schedules and facilitates implementation initiation and client discovery calls/visits to collect all planning information needed to create a uniquely tailored plan to fit the client business opportunity.
  • Leads the discovery effort to scope the overall project and identify key requirements, players, and responsibilities. Creates the detailed discovery summary package for internal team.
  • Creates and maintains the master project plan (MSProject)
    • Receives input from Sales, Technology, and Certification teams
    • Builds the appropriate tasks and dependencies using Arise and client planning factors.
    • Establishes an accepted and recognized change control process.
    • Resolves scheduling and resource conflicts as appropriate.
    • Coordinates with and directs the activities of the appropriate technology team lead/SME to build the appropriate voice and data integration and connectivity.
    • Coordinates with the appropriate Certification team lead/SME to build a comprehensive sourcing, training development, and delivery solution, including curriculum design, instructor/mentor selection and assignment, train the trainer, class medium, scheduling, and delivery, certification and quality assurance program development and execution, recruiting announcements and ACP (Arise Certified Professional) selection.
    • Coordinates with the assigned Client Results team manager to build the appropriate system configurations to ensure implementation and operations success.
  • Schedules and coordinates standing calls with the Arise and client teams for communication with designated client contacts/PMO for continuous and complete status reporting.
  • Manages the nine knowledge areas of project management including: scope, time, cost, resources, risk, communications, project integration, procurement, and quality.
  • Oversees and directs the project execution and Arise/client counterpart coordination and interaction

o Contract is signed and delivered in time to finalize and properly design/deliver all project management, training, and technology requirements.

o Technology solution is designed and delivered in time for all scheduled training and operations activities

a. Network connections built and activated

b. Arise system and security configurations implemented

c. VCMS partitions, projects, work groups, menus, prompts, dispositions, treatments, and reports

d. ACP application addressing, access, and desktop configurations done

e. Standard and custom reporting built and ready for service

f. Arise support desk/client support team handling and escalation procedures in place

  • Ensures that the curriculum design and development effort is built and delivered in time for all training activities
  • Curriculum discovery and design plan approved by client
  • Curriculum delivered, tested, and approved by the client
  • Coordinates and drives training delivery solution
    • Instructors and mentors selected and trained
    • Class type, scheduling, and delivery solution
    • Facilities scheduled and prepared as needed
    • Certification and quality assurance program
    • Client coordination to resolve delivery problems
    • Post delivery nesting, reviews, and refresher plan
  • BMS, Starmatic, and VCMS systems or client systems are configured to ensure training and operations success
  • Scheduling, logins, and administration
  • Business Management System client, client applications, client logins, report access and scheduling, downloads, and chat rooms.
  • VCMS access for clients, Arise corporate team, trainers, mentors, and ACPs
  • Coordinates with the CRM and Contracting to ensure completion of VSC (Virtual Services Corporation) contracting based on training results.
  • Certified ACP lists delivered Contracting
  • Contracts completed and signed within specified window
  • All certified ACPs able to post schedule then access and service the clients
  • Participates in the project budget development and expense tracking
  • Participates in development and maintenance of all project management policies, procedures and tools
  • Is thoroughly familiar with all Arise training, technology, and operational processes and procedures.
  • Other responsibilities as necessary.

Qualifications

  • Bachelor's degree from four-year college or university; or four to five years related experience and/or training; or equivalent combination of education and experience.
  • Must have experience with Change Management or Process Improvement.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and communicate effectively (written and verbally) with clients, stakeholders, and senior leadership.
  • Ability to manage client relationships and instill sense of confidence with new prospects
  • Excellent analytical and organization skills, including the proven ability to adapt to a dynamic project environment and manage multiple projects.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • The proven ability to manage key stakeholder interests in an ambivalent culture while at the same time managing conflicting priorities and business interests.
  • Proficient in the use of a personal computer and various software applications such as Windows, Microsoft Office, Microsoft Project, Internet Explorer, and Electronic Mail.
  • Ability to organize and work effectively with project teams of staff from department and clients participating in the various project efforts.
  • Demonstrated leadership qualities such as conflict/issue resolution.
  • Travel may be required to meet our client’s needs.

Competitive Compensation and Benefits which include:

  • Health/ Dental/ Vision/ Flex Spending Benefits
  • 401k, Retirement
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance
  • Tuition Reimbursement
  • Great Place to Work




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