Project Manager - Customer Experience

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Project Manager - Customer Experience

Top Skill Sets Required:

1. Data Visualization

2. CX Experience with Project Management

Position Description

MX Care provides repair and other services to customers with mobile devices. MX ("Mobile Experience") Care provides repair services to our customers' smartphones, tablets, or PCs through Mail-in and in-store or "Walk-in" options. While the journey can start in many ways, it usually begins with our call center and ends with a repaired device safely back in the hands of our customers.

This role will report to the Senior Manager of MX Care Strategy & PMO, who reports to the Head of MX Care. This organization provides PMO support to the rest of the MX Care organization on special projects or requests, supports regular reporting of these projects, and supports shaping the overall MX Care Strategy.

This role's primary function will be to support developing and documenting a customer experience journey map of MX Care customers. We want to create a visualization of the path our customers take and use it to identify areas for improvement. Additionally, we want to use this mapping and data to decide the ideal path for our customers based on their device-specific needs. This role will support maintaining this visualization and creating updates as the business changes. In addition, this role will support Project Management activities as needed, such as tracking metrics, and project progress, and creating process documents (Vizio or similar).

Responsibilities:

* Collect data to create a map of the MX Care customer journey for the main products and common issues

* Be able to present data in a clear and digestible format for leadership to easily see trends and insights

* Maintain customer journey maps, making edits for new products and customer service offerings

* Support PMO activities

* Develop project task tracking, capture weekly progress and metrics

* Collaborate with multiple teams to document business processes

* Establish and maintain communication between the project team to the organization

Requirements:

* Verbal and written communication skills, attention to detail, customer service, and interpersonal skills.

* Ability to work independently and manage time between multiple projects or priorities

* Preferred previous experience with computer applications, especially Microsoft PowerPoint (expert), Word, and Excel; Project a plus

* Bachelor's degree in business management, finance, accounting, mathematics, economics, or relevant field required.

* 5-7 years experience

* 2+ years of project management experience preferred

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more!

Click "Apply Now" to connect with our recruiting team!

After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.

Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact your local branch. Staffmark is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.