Job Description

Experian Consumer Services (ECS) CRM team is seeking a Project Manager (PM). As the ideal candidate, you’ll be highly driven and organized, strive for operational excellence, and have a customer-centric philosophy. You will be joining a team focused on developing cross-channel customer communications. The scope of work includes managing the development/execution timeline of outbound communications, scope management, risk management, project quality and delivery satisfaction. You will be working in partnership with CRM Program Managers and IT stakeholders to understand the business needs and objectives and leverage your project management skills to ensure projects are completed efficiently and on-time while meeting the expectations of primary stakeholders. You thrive in a fast-paced, high-energy environment and are able to change hats as needed to suit the situation of the moment. You are transparent and open with your team, your colleagues and your leaders around successes, challenges and areas of opportunity. You remain calm under pressure and inspire and motivate your team to do the same. You conduct yourself confidently, professionally and respectfully with colleagues at all levels and value building strong working relationships throughout the organization.

WHAT YOU’LL BE DOING

As Project Manager in CRM team, you will bring your experience of project management on simple everyday campaigns to execution of large-scale, customer-centric communications. Responsibilities for this position includes:

• Leading daily operations for CRM team.
• Maintaining and managing progress, risks, timelines and deliverables of CRM campaigns.
• Maintaining campaign deployment calendars, development cycle workflows, technical and operational process flows.
• Working with development team on assessing scope and breaking down project work.
• Documenting, coordinating and managing cross-team dependencies to keep projects on track.
• Providing status updates on project accomplishments to key stakeholders.
• Escalating risks, roadblocks or issues to project stakeholders in a timely manner.
• Facilitating scrum ceremonies including (but not limited to) daily stand-up, grooming, planning, retrospective.
• Managing team workload and communication via Jira Kanban boards, Structure boards, and Slack channels.
• Ensuring the team is following operational workflows, quality assurance guidelines, change management processes, and incident management procedures.
• Facilitating project conversations between project team members as needed.
• Monitoring team velocity metrics to track team performance and output.
• Contributing to a culture of process improvement and eliminating waste.
• Supporting center of operational excellence which includes identifying innovation opportunities.
• Working with team members to resolve personal conflicts quickly before they escalate and affect team dynamic and productivity.
• Coordinating resource onboarding/offboarding, training, and work schedules.
• Liaising with vendors, management, and procurement team on professional services/software contracts, purchase requisitions/orders, contractual amendments, security risk assessments, and invoice payments.

Qualifications

WHAT YOUR BACKGROUND LOOKS LIKE

• 5+ years of project management at an operational level, preferably in an ecommerce organization and focused on a subscription/retention business model.
• Intermediate level of knowledge using the fundamentals of Agile development including measurable process improvement.
• Demonstrated experience leading complex, technical projects.
• Ability to interact professionally and confidently with colleagues at all levels, including senior and executive management with clear and confident communication and presentation skills.
• Ability to work effectively both independently and as part of a team.
• Experience using Atlassian application suite (Confluence, JIRA) is preferred.
• Experience with Wrike, Lucidchart, Tableau desired, not required.
• Enjoys collaboration with diverse teams & stakeholders.
• Excellent communication and organizational skills.
• Unquestionable personal code of ethics, integrity, diversity and trust.
• Bachelor’s degree in Business Administration or related areas.
• Project Management Professional certification is preferred.

 PERKS

• This role can be 100% remote long term or you can work out of one of our offices.
• Three weeks of vacation, five sick days and two volunteer days (plus eleven paid holidays).
• Competitive pay and comprehensive benefits package, with a bonus target of 10%.
• Flexible work schedule and relaxed dress code.
• People-focused culture where personal and professional growth is prioritized.
• Recognition and celebration of performance and achievements.
• Power to bring your whole self to work – where your differences and values will be respected and celebrated.
• Employee Resource Groups set up and run by employees, for employees. These networks build, celebrate, and further understanding of the diverse identity and experiences within Experian, in support of our commitment to diversity and inclusion.
• International network of peers; mentorship programs.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.