Description

The Manager, Global Learning and Knowledge Services Projects is directly responsible for managing projects relating to needs assessment, training design and development, knowledge base, and training delivery within Percepta’s Global Learning and Knowledge Services team. This role is also responsible for managing internal projects and other initiatives as required within Global Learning Services. This position will oversee and ensure all change management, process improvements, and project functions follow best-in-class processes, and deliver assigned implementation efforts on time, on budget, and according to project specifications. The Manager, Global Learning and Knowledge Services Projects will also coordinate efforts between direct reports and other departments to support the global use of Percepta’s Project Management methodology. This role requires that the individual have comprehensive knowledge of Percepta’s learning services processes, in order to successfully support projects and initiatives.

Responsibilities

• Assist clients and leaders with definition, design, and development of programs and offerings

• Manage and coordinate internal teams in responding to RFPs, RFIs, etc.

• Negotiate with external resources and vendors as required

• Act as a mediator between department resources and internal and external stakeholders

• Advise internal and external departments on resource capacity while tracking against new requests for business

• Report on and manage all new requests and own prioritization

• Lead, coach, and motivate team members on a proactive basis

• Actively communicate program requirements and status to clients and internal team members

• Foster transparent and constructive communication among team members, owning the responsibility for authentic and appreciative interactions aligned with the Percepta culture

• Demonstrate leadership in ensuring a seamless flow of information between functional group leaders in GSS and with all Percepta, Ford, and TTEC teams

• Communicate authentically and appreciatively with Percepta’s leadership to provide status updates and to proactively ask for assistance

• Work with direct reports, internal departments, external vendors, and clients to ensure tasks are completed on time and within identified budget while meeting quality measures

• Act as an escalation point for direct reports in coordinating resolution to program changes, issues, and risks

• Track hours and expenses for program resources, as necessary, and work with finance to ensure appropriate client billing during program implementations

• Facilitate post-launch reviews to identify successes and opportunities for improvement

• Coordinate business continuity plan (BCP) and own DRP testing, ensuring BCP for all programs are current and are compliant with client business requirements

• Mentor and manage freelance contractors and GLS Project Specialists on best-in-class processes to support the business with implementing new client solutions

• Assist in the design and management of business improvement initiatives (internal & external) and development of new professional services and offerings

• Manage and oversee operations of daily activities of the cross functional Project Team

• Own the closed loop process between needs assessment, design, knowledge base, and delivery

• Consistently demonstrate a people-first, customer-centered approach to work with the project management team, internal departments, external vendors and clients, and Percepta’s leadership to ensure tasks are completed on time and as needed

Education

• BA/BS in a related field such as Project Management; Business Management, or Business Administration

• Business Solutions Certification (PMP, program management, etc.) strongly preferred

Experience

• 6 years of combined project management, business process, and managerial or supervisory experience in a services environment (preferably outsourcing industry)

• Minimum of 2 years’ experience in leadership, preferably in learning leadership, including remote and/or global managing of teams and coaching/mentoring employees

• Demonstrated experience in business, instructional design or technical writing

• Automotive customer service/BPO experience strongly preferred

Skills

• Computer literacy with word processing software, spreadsheets, flowcharting applications, and project management software (MS Project, Smartsheets, MS Office, Visio) required

• Excellent oral, written, and communication skills

• Excellent time management skills and the ability to effectively multitask

• Capable of effectively facilitating meetings and developing presentations

• Detail oriented with a focus on producing various forms of documentation

• Decision-making skills

• Strong organizational, analytical, and problem-solving skills

• Demonstrate initiative and a high degree of professionalism

• Strong critical and strategic thinking skills

• Strong collaboration skills

Primary Location: United States

Req ID: 03WDG