Project Manager - Customer Service Management Systems - 26-03613

Job Description

Job Description

Job Title: Project Manager – Customer Service Management Systems
Location: Brooklyn, New York, USA
Duration: 1 Year

Job Overview

We are seeking an experienced Project Manager to lead and coordinate multiple workstreams supporting a large-scale customer service management platform. This role involves overseeing application enhancements, maintenance, and releases while ensuring alignment with business goals and stakeholder expectations.

Key Responsibilities

• Manage end-to-end project delivery from requirements gathering through deployment and ongoing support
• Develop and maintain detailed project plans, timelines, and resource allocations
• Coordinate multiple concurrent workstreams across cross-functional teams
• Identify risks, issues, and bottlenecks, and implement mitigation strategies
• Facilitate stakeholder meetings and provide regular status updates to leadership
• Collaborate with product owners and development teams to deliver high-quality features
• Oversee release management, including planning, coordination, and deployment across environments
• Ensure compliance with change management processes for production releases
• Coordinate production support activities, including outage management and resolution
• Act as the primary escalation point for project risks and issues

Work Environment

• Agile, fast-paced environment with structured release cycles
• Collaboration with cross-functional teams including development, product, and operations
• Support for multiple digital channels including web, mobile, and communication platforms

Required Qualifications

• Bachelor’s degree in Information Technology, Project Management, Public Administration, or a related field
• Minimum 8 years of experience managing complex IT projects
• Experience working in public sector or regulated environments preferred
• Strong experience managing cross-functional teams and multiple stakeholders
• Proven ability to break down complex projects into manageable tasks and track dependencies

Required Skills

• Proficiency with Azure DevOps or similar project management tools
• Strong understanding of:
  • Agile, Scrum, and Waterfall methodologies
  • Risk management and mitigation strategies
  • Release and change management processes
• Excellent communication, presentation, and stakeholder management skills
• Strong analytical and problem-solving abilities
• High attention to detail

For more details reach at resumes@navitassols.com