Director, Client Experience

Job Summary:

The Client Experience Director oversees project and program health KPIs and proactively supports associated risk management. This role collaborates with technology Practice Leads to define best practices and set expectations with Project Managers and delivery leads. The Client Experience Director is also responsible for the professional development and management of senior project managers.

Job Duties:

• Oversees project and program health KPIs
• Proactively assists Practice Leads with identifying and managing project risk
• Defines Project Management best practices and associated expectations with Practice Leads
• Confirms governance and adherence to Project Management best practices across all projects
• Assists with resource allocation planning across projects and practices
• Ensures data quality supporting program or practice KPIs are accurate and proactively managed
• Supports team hiring, recruiting, and retention
• When necessary, manages most strategic and challenging projects
• Other duties as required

Supervisory Responsibilities:

• Manages senior project managers and delivery leads
• Manages professional development of experienced project managers and leads
• Responsible for reviewing time entry for accuracy and reporting
• Leads performance evaluations of direct reports

Qualifications, Knowledge, Skills, and Abilities:

Education:

• Bachelor's degree from an accredited university, required; Degree in Business or Information Technology, preferred

Experience:

• Ten (10) or more years of solid experience leading teams and coaching meetings, required
• Five (5) or more years knowledge of the software development life cycle and ability to demonstrate success leading multiple project teams to completion while mitigating risks, required
• Three (3) or more years of experience identifying risks within projects, generating solutions and recommendations, required
• Three (3) or more years of experience managing budgets, timelines and project deliverables, required

Software:

• Proficient in Microsoft Office Suite; specifically, Excel, Word, PowerPoint and Outlook, required
• JIRA, Visio or any other project mapping tool, preferred

Other Knowledge, Skills & Abilities:

• A track record of managing teams and projects within a software solutions environment
• Excellent communication skills, both written and spoken, along with strong facilitation and collaboration skills
• Excels at operating in a fast-paced technical environment
• Ability to solve problems, identify solutions, and appropriately escalate issues
• Must be open to local travel to the client site as needed

Keywords: Project Manager, Director, Senior Business Analyst, Scrum Master, Agile, Methodology, Sprints, Facilitator, PowerPoint, Power View, Tableau, Qlik, Balsamic, JIRA, User Experience, User Enablement, SharePoint, Net, Java, Data Visualization, Application Development, Software, Office 365, Custom Applications, Data Analytics, CRM, Cloud Strategy