Project Manager – Customer Service Management Systems 26-03613

Job Title: Project Manager Customer Service Management Systems
Location: Brooklyn New York USA
Duration: 1 Year

Job Overview

We are seeking an experienced Project Manager to lead and coordinate multiple workstreams supporting a large-scale customer service management platform. This role involves overseeing application enhancements maintenance and releases while ensuring alignment with business goals and stakeholder expectations.

Key Responsibilities

• Manage end-to-end project delivery from requirements gathering through deployment and ongoing support
• Develop and maintain detailed project plans timelines and resource allocations
• Coordinate multiple concurrent workstreams across cross-functional teams
• Identify risks issues and bottlenecks and implement mitigation strategies
• Facilitate stakeholder meetings and provide regular status updates to leadership
• Collaborate with product owners and development teams to deliver high-quality features
• Oversee release management including planning coordination and deployment across environments
• Ensure compliance with change management processes for production releases
• Coordinate production support activities including outage management and resolution
• Act as the primary escalation point for project risks and issues

Work Environment

• Agile fast-paced environment with structured release cycles
• Collaboration with cross-functional teams including development product and operations
• Support for multiple digital channels including web mobile and communication platforms

Required Qualifications

• Bachelors degree in Information Technology Project Management Public Administration or a related field
• Minimum 8 years of experience managing complex IT projects
• Experience working in public sector or regulated environments preferred
• Strong experience managing cross-functional teams and multiple stakeholders
• Proven ability to break down complex projects into manageable tasks and track dependencies

Required Skills

• Proficiency with Azure DevOps or similar project management tools
• Strong understanding of:
  • Agile Scrum and Waterfall methodologies
  • Risk management and mitigation strategies
  • Release and change management processes
• Excellent communication presentation and stakeholder management skills
• Strong analytical and problem-solving abilities
• High attention to detail

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