Senior Manager, Client Experience

Job Summary:

The Client Experience Senior Manager 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 Senior Manager is also responsible for the professional development and management of senior project managers.

Job Duties:

• Delivery Responsibilities
  
  
  
  • Identifies, grows, and maintains strategic relationships with client personnel, including members of client management
  • Drives the vision of the project solutions
  • Identifies new business opportunities and communicates such opportunities to his/her engagement superiors
  • Acts as instructor and coach for teams across all roles on solution delivery and risk mitigation
  • Leads, coaches, and educates the team in applying concepts and principles and staying focused on quality, predictability, flow, and velocity of development
  • Supports the projects on-time delivery, finds, and eliminates impediments, actively addresses issues, and builds a high-performing, continuous improvement team environment
  • When necessary, manages most strategic and challenging projects
  • Defines project delivery best practices and associated expectations with Practice Leads
  • Confirms governance and adherence to delivery best practices across all projects
  • Proactively assists Practice Leads with identifying and managing project risk
  • Assists with resource allocation planning across projects and practices
  • Ensures data quality supporting program or practice KPIs are accurate and proactively managed
  • Initiates team hiring, recruiting, and retention activities
  
  
• 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:

• Seven (7) 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

License/Certifications:

• N/A

Software:

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

Language:

• N/A

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

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate's qualifications, experience, skills, and geography.

National Range: $155,000 - $200,000
Maryland Range: $155,000 - $200,000
NYC/Long Island/Westchester Range: $155,000 - $200,000