Job Description

What you'll do...

As a Call Center Program Manager you will play a key role in ensuring projects meet deadlines and deliver business value. Their focus will be on the programmatic and strategic side of change, including changes to business processes, systems and technology, key performance indicators.  The Program Manager will be directly responsible for leading key strategic decisions and providing business requirements surrounding transformative projects.  They will also be responsible for defining and helping drive the organization towards transformational goals by helping to identify opportunities for improvement in processes or configurations.
 
As a Program Manager on this team, you will also be responsible for managing processes and projects involving multiple people, functions, and systems, while establishing positive relationships with project stakeholders and customers.

Develop or revise process flows, system flows, and data models using modeling and process tools.
Prioritize system and data functionality requirements based on user needs and project constraints.
Review design documentation with business stakeholders, end users and developers.
Work with users and technical team to produce project charters, scope documents and conceptual design documents.
Work with vendors and vendor packages to ensure that system requirements are understood.
Coordinate pilot and rollout planning, use enhancement requests and defect tracking.
Develop presentation materials and conduct presentations to users.
Oversee requirements submission and sponsorship requirements, in line with prescribed processes, ensuring an accurate level of detail and defined scope
Help with business case analyses for all new and amended functional requirements, reviewing them for cost, schedule and risk information.
Help to ensure alignment with strategic roadmap, objectives, business goals, and internal or external compliance needs.
Apply technical knowledge and experience to assist in overseeing governance practices and principles to increase assurance of continuous integration, faster delivery of changes, and improved linkages between strategy and execution.
Experience with IVR, DICE, or like call center applications

Pay range for this position is $105,000.00 to $168,000.00 salary.
 
This information is posted pursuant to the Colorado Equal Pay for Equal Work Act to provide Colorado applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.
 
Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
 
H&R Block offers competitive medical, prescription drug, dental and vision benefits for regular associates and/or their eligible dependents.  Eligible associates can also participate in the H&R Block Retirement Savings Plan (401(k) Plan), Employee Stock Purchase Program, Employee Assistance Program, Tuition Assistance Program, (virtual) fitness center programs, associate discount program,  flexible spending and health savings accounts, and a variety of wellness programs.  Associates also receive Tax Prep benefits, paid time off benefits, Life Insurance,  AD&D coverage, Short Term Disability and Business Travel Accident Insurance coverage.

What you'll bring to the team...

Bachelor’s degree with emphasis in Business Management, Systems Development, or related area or equivalent combination of education and work experience

At least 7 years of overall business experience including 2+ years of project management.
Program management experience leading large, mission-critical programs that involve significant business change
Experience with call centers and their systems such as IVR, DICE, etc.
Demonstrated decision making, analytical and problem solving skills
Ability to communicate effectively with internal associates, business partners, and external vendors.
Experience with Microsoft Office software and project planning tools.
Super organized – being able to balance multiple things while staying on top of the details along with a demonstrated track record of managing competing priorities and meeting deadlines
Superior influence and matrix management skills and ability to oversee tasks delegated to others
Advanced communication and presentation skills with an ability to tell a compelling ‘story’ without getting bogged down in the details. Comfortable communicating with senior management
A heightened sense of urgency and ability to adapt rapidly in a fast-moving environment with shifting priorities and ambiguity
Excellent interpersonal skills and a collaborative relationship building style; ability to work well with leaders and teams
Experience with Agile/SCRUM project management
Knowledge of the systems development lifecycle
Cross-functional leadership abilities
Experience in developing financially driven business cases for large scale programs
Experience in working in a matrix-managed environment
Effective time management and organizational skills with the ability to handle multiple priorities

It would be even better if you also had...

Experience with the following systems: Salesforce, NICE CXOne or NICE InContact, NICE Nexidia, NICE Engage
Experience with deploying virtual assistants in a contact center environment
Familiarity with key strategies and metrics for operational management of a contact center
PMP Certification or equivalent
Experience in CX transformation project or programs with demonstrated results
Financial services industry experience