PMP Project Manager: CSAT, SLA & Knowledge Lead

TechDigital Group; North Carolina; Vor Ort; USD 90.000 - 120.000; Vollzeit

Zusammenfassung

An established industry player is seeking an experienced Project Manager with PMP certification to ensure quality standards and enhance customer satisfaction. In this dynamic role, you will be responsible for managing service improvement proposals, resolving tickets, and providing L3 level support. Your contributions will significantly impact the team's performance and customer experience. If you are passionate about project management and thrive in a collaborative environment, this opportunity is perfect for you.

Qualifikationen

• Strong project management skills with PMP certification.
• Ability to ensure quality standards and regulatory compliance.

Aufgaben

• Adhere to quality standards and ensure positive customer experience.
• Independently resolve tickets and manage escalations effectively.

Kenntnisse

Project Management

PMP Certification

Jobbeschreibung

Manages and supports overall compliance program. Performs research to understand requirements of pertinent federal, state and local regulatory schemes in reference to all business units within the organization. Monitors operational compliance practices and performs risk assessments. Analyzes existing policies, identifies gaps and recommends new or revised policies and procedures, approval processes, and monitoring methods. Provides technical expertise in identifying and reducing areas of potential risk. Gathers data, conducts analyses, and prepares work related to compliance reviews. Participates in developing new compliance systems and tools to support large compliance projects. Required skills include the ability to partner with business personnel at various levels of the organization, strong verbal and written communication, analytical and project management skills.

1. Explain what the scope of the work/project is? Project Overview, deliverables (what is this person responsible for).

This role supports the Customer Information System (CIS) Modernization Project, a large, multi‐year transformation effort rebuilding Xcel Energy's billing system and customer‐facing systems.

The position will help respond to regulatory and discovery questions, support new process design, and assist with understanding how regulatory, tariff, and legal rules apply as systems and processes change. The role is project‐specific and supports multiple operating companies (not just one state).

1. What are the top 3-5 skills and qualifications (technology/application/software, etc.) required?

Understanding of regulatory, legal, and tariff concepts

Strong research and analysis skills

Experience supporting large transformation or implementation projects

Relationship‐building and stakeholder engagement skills

Ability to manage ambiguity

2. What non-technical skills are necessary (i.e., such as communication, problem solving, team player)?

Change management mindset

Flexibility and adaptability

Strong communication skills

Dedication to long‐term project work

Ability to keep up in a fast‐moving environment

3. Ideal candidate background and how many years required?

Background in compliance, regulatory affairs, or similar

Experience with large, complex organizations, preferably utilities

Multi‐year experience preferred (project duration discussed as 2–3 years)

4. Are there any specific companies you like to see on a candidate's resume?

No specific companies required; similar‐size organizations and utilities experience considered helpful.

5. Are there any certifications that the candidate must possess? N/A

6. Are there any preferred or "nice to have " skills?
Experience in system transformation or modernization projects

Familiarity with SAP, Salesforce

Experience using Confluence and Jira

Utilities industry experience