Technical Program Manager I (38014-1)

Technical Program Manager I (38014-1)

We are looking for an Implementation Specialist to join the Enterprise Learning Operations (ELO) team who can help with the management of Client Partner requests. This person would be responsible for ensuring Learning Partner requests are triaged on time, accurately scoped, and project managed through to completion. Our ideal candidate is an excellent project manager with an ability to understand technical requirements especially involving a Learning Management System (LMS), as well as non-technical learning program, operational and/or vendor needs. This role would also work to ensure our services and processes are standardized and ready to hand-off to our vendor teams by engaging in process mapping and documentation. You will succeed in this role if you are comfortable in a fast-paced, ambiguous environment and can execute swiftly to get decisions made across a wide-net of cross-functional partners. It is important for this role to be interested in how our business operates and is curious about how we can use technology and automation to improve our Client Partner intake experience.________________________________________Responsibilities:• Own the daily review and triaging of requests that come to the Learning Operations team for actioning; flag at risk items that may not meet SLAs and any related service constraints related to our Service Catalog• Sets-up and completes discovery discussions with requesters to understand needs and clearly identify the scope of the work and set clear upfront expectations with Clients; owns the end-to-end project management of new program intake and change requests• Creates meeting agendas and provide regular updates on the Tasks within the Queue and stay on track of changing needs and timelines• Regularly connect with cross-functional partners to ensure alignment on the Task requirements especially involving LMS requests; creates additional Tasks for LMS team as needed• Prepares requests for implementation by scheduling knowledge transfers with Vendor Teams and confirms process documentation is accurate• Stay regularly informed of any LMS related changes, updates or bugs that may impact Client requests• Follow and improve the current processes on moving requests through scoping and into delivery in partnership with multiple stakeholders• Manage multiple concurrent projects and/or projects with multiple work streams that require inputs from cross-functional stakeholders• Manage and escalate project risks and issues as appropriate, and establish success metrics for projects and ensure performance is tracked and measured• Investigate ways to improve existing processes and fix pain points through automation, and streamlining• Provide detailed analysis and process mapping on areas of opportunity to improve the intake and project management experience • Measure the outcomes and outputs of projects and process improvement endeavors and leverage quantitative results to inform direction of the business• Manage cadenced and periodic written updates/summaries on progress, open items, and next steps• Create quarterly summaries on work completed including volumes, turnaround times and qualitative insightsMinimum Qualifications:• 2+ years of experience in project management• Experience in CSOD or other Learning Management System• Experience working through ambiguity and uncertainty• Succinct written communication skills• Experience working with cross-functional teams• Process improvement experience• Experience working on concurrent priority projects• Problem Solving Experience• Experience in Google SuitePreferred Qualifications:• Knowledge of MS Excel data analysis/manipulation, including pivot tables, VLOOKUP, and chart creation• PMP and Six Sigma certification and/or relative process improvement experience• Knowledge of Scrum techniques and artifacts (such as the definition of done, user stories, backlog refinement) and other Agile frameworks • Knowledge of RACI & RAPID models• Experience in high-tech environment• Experience in management or systems implementation consulting• Experience in HR project management, working on projects that impacted the employee lifecycle• BA/BS degree

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