The Contact Center Project Manager is primarily responsible for managing teams that execute identified functional projects. The Project Manager is responsible for engaging with enterprise (COO, CCO, shared services) and internal Contact Center functions to drive successful delivery of projects with business process changes across the organization. This position is also responsible for engaging with IT in a project capacity and for driving the successful delivery of projects with IT work streams.
Key outcomes of this role include:
1. Creating clear and attainable project objectives, effectively planning project resources and delivering to planned cost, time, and scope.
2. Using applicable Project Management Methodology to conduct work across the project life cycle phases including planning, designing, building and testing, preparing, deploying, and follow-up.
To accomplish this, the Contact Center Project Manager must have knowledge of project plans, schedules, status reporting, resource forecasts, and risk mitigation.
The Contact Center Project Manager works closely with Contact Center leadership and stakeholders in order to define scope and take on management of key initiatives.
• Manages Contact Center projects by building and maintaining project plans by identifying issues and opportunities, forming hypotheses, designing and conducting analysis, synthesizing conclusions and co-creating concrete plans to help implement change; developing scope or content suggestions for initiatives and presenting to the Contact Center leadership team for approval; representing the users and user’s needs throughout the lifecycle of a project implementation while considering current as well as future Function and Enterprise needs, where known, in all project engagements; working independently, with limited direction, to achieve defined end results; tracking key measures such as on-time and on-budget project completion, and maintaining standardization across Contact Center and Enterprise business areas for benefits for key projects and initiatives; developing and maintaining an in-depth knowledge of Lowe’s functional systems’ capabilities and business processes for assigned efforts; providing functional guidance and direction to project resources and Business Subject Matter Experts for assigned initiatives
• Supports change management within each assignment by developing and executing the change management strategy; involving key stakeholders; implementing corporate change management methods as required to ensure realization; providing Business Area leadership with timely updates and recommendations; coordinating system and process development training needs
• Coordinates stakeholders to ensure realization of initiatives by working closely with IT to ensure timely implementation and rollout of systems development projects including appropriate UAT (User Acceptance Testing) design and management, and ensures that all appropriate IT project activities are defined and appropriately assigned for accountability; maintaining responsibility for coordinating business resources for UAT and partnering with IT to manage the overall UAT process; working closely with all shared services program resources to ensure timely implementation and rollout of assigned components of the program plan; negotiating with business areas to identify and obtain commitment for user participation in all required phases of the development of new systems capabilities to ensure successful deployment; providing the Contact Center leadership team resource estimates and progress updates; communicating with functional stakeholders on any business area requirements hand-offs and progress updates; collaborating as a team member/leader any progress updates and resources solicitations to Functional VPs, Directors, Managers, and SMEs; collaborating on project management best practices with Enterprise BPM (Business Process Management); interacting with Enterprise Support areas (e.g., IT, FP&A, Legal, HR, etc.) to solicit resources and collaborate as team member/leader
Pay Range: $81,200.00 - $135,400.00 annually
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit our benefits page.
Lowe's hourlyremoteassociates cannot reside in Alaska, California or Hawaii. Lowe's salariedremoteassociates cannot reside in Alaska or Hawaii.
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
Qualified applicants with arrest or conviction records will be considered for Employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
Lowe’s believes that conviction records may have a direct, adverse, and negative relationship to the following job duties: accessing company property, assets, information and products; partnering, supervising, and regularly working with other Lowe’s employees; and adhering to and monitoring compliance and safety guidelines.
Pay Range: $81,200.00 - $135,400.00 annually Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. For information regarding our benefit programs and eligibility, please visit https://talent.lowes.com/us/en/benefits.
