Job Description

The Project Manager in this role acts as a bridge between the ADC Global Customer Experience (GCX) business partners and shared services IT delivery teams , ensuring that customer service IT systems function optimally. The BRM collaborates closely with customer service teams to gather business requirements, oversee system integrations, and align technology solutions with business goals.

Key Responsibilities

1. Business Acumen

• Understand business needs and leverage IT solutions for success.
• Ensure digital solutions adhere to global standards.
• Design solutions to address process inefficiencies.
• Use data analysis and problem-solving techniques to identify root causes.
• Collaborate with cross-functional teams to align IT capabilities with business needs.

2. Planning & Execution

• Oversee multiple IT projects from initiation to completion.
• Coordinate project deliverables to meet deadlines.
• Resolve operational challenges efficiently.
• Adapt to shifting business priorities.

3. Compliance & Communication

• Communicate effectively with stakeholders at all levels.
• Ensure adherence to corporate, regulatory, and security standards.
• Maintain cybersecurity, data privacy, and security protocols.
• Support audits and implement policies in line with the Quality Management System (QMS) .

4. Relationship Management

• Maintain strong relationships between business and IT teams.
• Foster a collaborative and productive team environment.

5. Strategic Thinking

• Build expertise in ADC Customer Service IT systems .
• Analyze business processes and document system requirements.
• Identify alternative solutions and recommend best-fit technologies.
• Stay updated on corporate IT standards, industry trends, and regulatory requirements.

Qualifications

Minimum Requirements:

• 5–8 years of experience in IT or business functions within a global organization .
• Strong project management skills.
• Experience with Salesforce Service Cloud, Salesforce Einstein, Knowledge Management, and CCaaS solutions (e.g., Five9).

Preferred Qualifications:

• Experience in the medical device industry .
• Expertise in data governance and management .
• Proven experience in data integration initiatives .
• Strong conflict resolution skills.

Summary

This role is ideal for someone with strong technical knowledge and project management expertise who can align IT solutions with business needs in a customer service environment . The BRM must ensure compliance, drive strategic IT initiatives, and maintain strong relationships between IT and business teams. Experience in Salesforce and CCaaS technologies is essential, with additional preference for candidates familiar with data governance, medical devices, and global compliance standards .

Job Tags

Similar Jobs