Position Summary
The primary objective of this position is to support SEA Customer Care CE Operation activities, including Project/Program Management, creation & planning, and status monitoring & reporting. The goal of the Project/Program Manager is to support on-time, in-scope/budget projects, as well as supporting key functions within the Field Service operations team - such as data analysis and reporting. Candidate should have great communication skills, as well as PowerPoint skills with capability of storytelling visually.
Essential Duties & Responsibilities
• Manage various ongoing projects portfolio within the CE Operation
• Support business leads in the creation of project plans, deployment & handover plans, resource plans
• Ensure that all projects have required documentation as they move through the project tollgates
• Collaborate with program developers and business leads to keep project in scope
• Communicate to leadership on project status and escalation/decision points
• Ability to build, analyze, and report data by utilizing Excel (SAP/BI experience is a plus)
• Work with cross functional teams to make necessary adjustments, implement new ideas, and provide solutions to Field Service operations.
Background/Experience
• Education - Bachelors degree (or equivalent experience but priority to degree holder)
• 4+ years hands-on project management experience with budgets >$50K
• 4+ years strategic planning and project development experience
• Experience in customer service/support/experience-centric field (No retail store customer service, No warehouse ie Amazon, No IT/tech support)
• Experience communicating with mid-level to top-level leaders (status reports, emails, presentations, in-person meetings)
• Working knowledge of Project Management Fundamentals, Documentation practices, and systems
• Experience working in a global organization a plus
Necessary Skills/Attributes
• Bilingual in English and Korean
• Excellent verbal and written communication skills
• Client service driven with excellent relationship management skills
• Ability to effectively engage with and facilitate collaboration with diverse groups/stakeholders
• Team oriented, but able to work independently and manage multiple tasks
• Self-directed, self-motivated and results-oriented, fast learner
• Exceptional skills in Microsoft Office, including Excel, PowerPoint, Project, and Word