Skillhouse Internal Career Opportunity
Technical Project Manager (Human Chat Solution)
Position Title:
Technical Project Manager (Human Chat Solution)
Employment Type:
Permanent
Working Hours:
Japanese Level - Advanced (JLPT Level 1),English Level - Advanced (TOEIC 860)
Salary
Description
A Global IT Service firm is looking for a Technical Project Manager who can help in providing Human Chat Solutions to different teams. Thee successful candidate will have a background in SaaS Customer Success Management, business analysis, customer care delivery and a passion for delivering a great user experience.
They need to have a technical background and be willing to roll up their sleeves to participate in development activities.
Responsibilities:
- Serve as primary point of contact for client
- Responsible for the successful deployment of live chat projects for enterprise customers, ensuring that projects meet or exceed customer expectations
- Lead workshops and consult with clients to help develop requirements for live chat projects
- Day to day management of the allocated project team resources, and customer project team resources, to ensure successful completion of the project milestones
- Responsible for maintaining on time achievement of project milestones & budget, and strong focus on the customer which can be at times in conflict with each other
- Partner with account managers and customer success managers to conduct need assessments on a regular basis to ensure excellent customer service is being provided
- Proactively identify opportunities working with the client to define strategy and roadmap
- Analysis of solution performance data to identify new opportunities supported by ROI data and presenting meaningful business information to drive growth
- Provide direction, leadership, and coaching on live chat technology
- Adapt to and lead change and coach others in the acceptance and support of change
- Responsible for adherence to project management standards and processes while maintaining exceptional customer focus
- Ensure project progress and information is communicated frequently and the internal and external customers are supported in the most appropriate manner
- Support recurring client performance reporting (weekly, monthly, quarterly)
- Participate in live chat design initiatives with client based on data analysis, best practices, and customer experience
- Provide client KPI reporting for metrics on program success
Required Skills:
- Previous experience supporting digital solutions
- Must have spent at least 3-5 years in a hands-on technical role in live chat projects
- Must have 3+ years consulting or professional services experience
- Must be familiar with live chat technologies
- Expertise in SDLC methodologies
- Experience with driving and implementing process improvement initiatives
- Strong team building and talent management skills, and the ability to motivate team members to achieve goals, with the ability to creatively solve problems, and manage calmly under pressure
- Superior project management skills with solid experience in technical project management
- Ability to manage multiple projects, priorities and/or teams across multiple functions
- Extremely capable of a high degree of parallelism/multitasking
- Excellent organization and time management skills
- Demonstrated coaching and mentoring skills, helping others learn quickly and efficiently
- Ability to provide positive and constructive feedback that enables others to succeed
- Deep experience in technical project management including sound understanding of good design, system scalability, and troubleshooting
- Ability to derive business benefits or improvement opportunities from analysis of technical data
- Experience with using an analytical approach to inform business/technical specifications and/or interface design
- A general analytical approach to problems. An understanding of data sets and the ability to derive meaning from data
- Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
- Must have superb communication skills (both written and oral), including group presentation skills and is comfortable in interfacing with various levels of internal and external stakeholders, technical and nontechnical staff
Why should you apply:
- Great opportunity to be able to work for well-established company
- Cross-departmental communication is possible in an international environment
Company Details:
A global company with a strong presence in multiple business areas. It has achieved sustained growth both domestically and internationally, including in the U.S. and Europe. The company boasts a diverse and international environment and is committed to equal opportunity, offering a wealth of career opportunities. Due to the diverse nature of our business, we handle a wide range of technologies! You can also choose the environment you are most comfortable with, such as Windows/Mac! Meals in the company cafeteria are also free. Our chefs are always coming up with new menu items, so you can enjoy your meal without getting bored!
Working hours : 9:00 - 17:30 (Mon-Fri)
Working Style: Hybrid (4 days in office, 1 day work from home)
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits: Social insurance, childcare support, stock options, commuting allowance, free cafeteria, personal clothing, no smoking indoors (designated smoking areas available)
Number of interviews: 3 online interviews