Sr. Customer Operations Project Manager

OpenText

  • Waterloo, ON
  • Permanent
  • Full-time
  • 1 month ago
OPENTEXT - THE INFORMATION COMPANYOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.YOUR IMPACT:As a Senior Customer Operations Project Manager in Digital Support Platforms, manage the delivery of self-service solutions, initiated from sound analysis of the available data. You will be responsible for identifying critical self-service opportunities and collaborating across functions to establish success metrics, define requirements, and oversee the planning and implementation within current and future support platforms and portals. In this capacity, you will contribute to the development and global deployment of our Knowledge Centered Services (KCS) strategy. You will also participate in a variety of projects and initiatives related to the delivery of customer support through various mediums. The goal of the Digital Support Platforms team is to ensure customers can access self-service content and, when needed, have a flawless support case experience.WHAT THE ROLE OFFERS:
  • Planning and executing on KCS strategy, making sure that best practices are in place across all our support teams.
  • Administering a global KCS program in an Enterprise and Premium Support setting.
  • Analyzing self-service consumption and support data to identify top support ticket drivers, developing strategies to eliminate through customer self-service, automation and AI.
  • Managing the full project lifecycle for self-service initiatives, from initiation to closure.
  • Developing key performance indicators (KPIs), tracking progress and reporting on project status to stakeholders.
  • Ensuring self-service solutions deliver tangible benefit to customers and ultimately eliminate or greatly reduce the need for assisted support.
  • Identifying and mitigating potential risks and issues to the success of the project.
  • Managing multiple projects and deliverables concurrently with incomplete information or ambiguous instructions
  • Exercising skillful decision making based on your experience, interpretation and evaluation to select the right course of action, informing and escalating to stakeholders appropriately.
WHAT YOU NEED TO SUCCEED:
  • University degree or college diploma (BA or MA), preferably in Computer Science or equivalent.
  • Business Analyst and/or Project Management training based on BABOK/PMBOK standards.
  • 5+ years’ experience managing projects in a high-tech fast-paced industry.
  • Familiarity with industry best-practices for measuring self-service success and deflection in an Enterprise Software Support setting.
  • In-depth knowledge of KCS best practices from the Consortium for Service Innovation, with KCS Certification and 3+ years’ experience implementing and operating a KCS Program in an Enterprise Software Support setting.
  • Experience working in shared collaboration and tracking tools, such as JIRA, Octane, SmartSheet.
  • Ability to communicate technical concepts and solutions clearly, tailoring messages to technical and non-technical audiences.
  • Great written and verbal communication skills in English. Experience writing using a corporate style guide for customer-facing content.
  • Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
ONE LAST THING:OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.Join us on our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don't just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

OpenText