Project Manager (Customer Experience/Service Design)
The Project Manager will be responsible for supporting the Customer Experience Management team’s work to improve and standardize customer service experiences and digital service delivery platforms. The Project Manager will plan, organize, monitor, and lead project management activities for varying projects using industry standards, best practices and the Project Management Framework (PMF) for Agile, Waterfall or Hybrid methodologies, to include the development and maintenance of required and supporting PMF documentation.
Key responsibilities include the complete project lifecycle of initiation, planning, executing, monitoring, and controlling, and closing of any assigned project within the Customer Experience Center (CEC). The Project Manager has responsibility for development, execution, and oversight of CEC project governance activities on behalf of the Chief Administrative Officer.
Candidate Minimum Qualifications:
- A minimum of 5 years of hands-on experience providing project management support.
- A minimum of 3 years hands-on experience with Agile projects and methodologies.
- Bachelor’s degree or equivalent work experience.
- Proven experience with Microsoft Office Suite tools to create process flow drawings, presentations, organizational charts, reports, spreadsheets, and other technical and nontechnical documentation in a succinct and timely manner.
- Proven experience using and administering Agile project management software such as Jira, ClickUp or similar required.
Job Experience:
- Experience creating high-quality project management documentation that requires minimal editing and contextually accurate
- Must be able to appropriately manage project documentation and ensure deadlines are met
- Demonstrated ability to effectively communicate both orally and in writing with senior staff, information technology professionals and non-technical users
- Must be able to secure and maintain Federal Government security clearances as deemed appropriate by senior management
- Include Project Management Professional Certification or Agile Certification, if candidate holds these certifications
Description of Work:
- Candidate will ensure projects progress in a timely manner with established goals and appropriate resources to complete the project from start to finish. Functions in the role of a project administrator, coordinator, or facilitator
- Manages and completes projects on time, within budget, and within scope
- Oversees all aspects of projects, including setting deadlines, assigning responsibilities, and monitoring and summarizing progress
- Evaluates and quantifies the effectiveness of projects and other initiatives through relevant metrics and assessments
- Organizes, monitors, and leads project managements activities for varying projects using industry standards and best practices, such as those found in the Project Management Body of Knowledge (PMBOK), and/or CAO Project Management Framework (PMF)
- Prepares project documentation including project charter, project management plan, and other documents, information, and reports for senior management
- Works with project team leads to collect and analyze project data throughout the project lifecycle and translate it into necessary project documentation and communications
- Create CAO enterprise-level project reporting for varying stakeholder audiences (e.g., Directors, Deputy Chiefs, Chief Administrative Officer, and additional House and Legislative Branch partners)
- Identifies resources needed and assists management with assigning individual responsibilities
- Ensures projects and deliverables are in compliance with relevant laws, regulations, and policies
- Reviews deliverables prepared by team and ensures project documents are complete, current, and stored appropriately
- Coordinates and facilitates project team and stakeholder meetings, captures key notes and action items, and communicates next steps and expectations
- Continually assesses, plans, and manages exposure risks on projects
- Ensures the goals of every project are successfully met in accordance with the specifications of the owner or senior management
- Routinely works with service providers or technology system owners to ensure updates, system integrity, and accessibility are meeting current standards
- Manages external vendors and internal stakeholders to achieve project support and success
- Designs and implements data gathering techniques; uses gathered data to provide management with detailed reports and analytics
- Directly supports/participates in special limited term projects and initiatives as required
- Functions in the role of a project administrator, coordinator, expediter, or facilitator
- Establishes and maintains policies and procedures; updates policies and procedures as necessary
- Perform other official duties and special projects as assigned in support of CAO Service Design or Customer Experience initiatives
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