Customer Experience Management Project Manager ( Remote )

JOB OVERVIEW

Sunrise Senior Living is seeking a highly organized, process-oriented, and effective Project Manager who will be responsible for representing both the voice of the customer and team member through engagement and ongoing measurement of our customer experience and team member experience programs.

The Experience Management Project Manager will be responsible for overall delivery of projects by planning, organizing, and managing cross-functional teams and overseeing the execution of deliverables to the scope, deadline, and set budget.

This role directly works with business leaders, IT work teams, subcontractors, and project partner vendors throughout the lifecycle of the projects.

This person will manage multiple projects simultaneously and ranging in scope and complexity, as well as be responsible for helping to pull insights from the experience management program to support business leaders across Sunrise.

RESPONSIBILITIES & QUALIFICATIONS

Responsibilities :

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job.

Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows :

• Support the existing experience survey program with our third-party vendor; specifically, survey development, data transfer, reporting / dashboard capabilities, and delivery of regular insight reports by community and survey type.
• Manage all project phases and deliverables including work breakdown, cost estimation and managing the budget, scheduling, and time tracking.

Manage project risks and issues as well as monitoring and reporting on progress against the defined schedule and budget.

• Manage project expectations, evaluate project needs, and maintain communication with the business leads and project teams to ensure that needs are met with respect to urgency and priority.
• Provide reporting and analytics to support business processes, including accessing data structures and using analytical tools, and work closely with internal stakeholders to prioritize and scope enhancements to existing reporting platforms (Power BI).
• Perform root cause analysis, including sample audits, text-data mining, and correlation analysis, to determine drivers of both dissatisfaction and satisfaction, and to identify gaps in understanding of customer experience throughout the lifecycle.
• Communicate research analysis to the organization, including operations, sales, and marketing communications stakeholders, through presentations, newsletters, dashboards, and executive summaries.
• Coordinate and prioritize development tasks and issue resolutions for the project team.
• Manage the development of appropriate project documents such as project charters, success criteria, project management and communication plans, status reports, steering committee presentations, meeting agendas, and meeting minutes.
• Manage enhancement requests and issues with the internal team following project release date to determine optimal solutions and continuous improvements through frequent solution releases during the post-implementation stabilization period.
• Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates.
• Create process efficiencies through automation (report delivery, dashboard creation, and data management) based on business needs.
• Maintain compliance in assigned required training and all training required by state / province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
• Perform other duties as assigned. Core Competencies :
• Strives to develop trust, credibility, and strong working relationships
• Solutions-driven; able to quickly analyze and propose solutions to project risks and issues with the project teams
• Excellent verbal and written communication skills that convey into project plans, meeting notes, presentations, and status reports to all key stakeholders.
• Effective leadership and management skills in setting direction, driving teams to meet objectives
• Highly proficient in project planning, risk management, team management and organizational change management
• Excellent time management and organizational skills in dealing with multiple and / or complex projects
• Ability to persuade and influence others for positive outcomes Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Bachelor’s degree in Program Management or a related field
• 3+ years’ experience as a Project Manager; Experience Management experience a plus
• Project Management Professional (PMP) certification is preferred
• Ability to train project teams to recognize scope changes and adhere to change control process
• Experience and high level of comfort with managing multiple project plans simultaneously
• Experience managing business analysts and developers
1 day ago