What are the responsibilities and job description for the Project Manager - Contact Center position at AICPA?
About the Role :
You will lead the Member Experience Team and its delivery of analytics that highlight and prioritize areas for improvement. You will lead the resulting improvement projects that span multiple departments. You will report to the Senior Director GEC. This role is remote-friendly.
You Will :
Lead a team responsible for analyzing member data and determining relevant continuous improvement projects designed to improve member experience.
With the oversight of the Senior Director, use member insights to determine a prioritized list of continuous improvement projects for action.
Work with partners across the Association to deploy projects and ensure delivery, on-budget and within scope.
Use advanced data analytics skills to create member experience reporting and serve as the primary source for all such reporting across the GEC / Experience teams..
Manage IT Ticket consolidation on behalf of the GEC to understand / prioritize issues and serve as the primary liaison to IT.
Share information / insights with Experience Digital Product Manager for GEC systems related to system issues / customer issues.
