Project Manager

2 weeks ago

Vancouver, Canada E-Comm 9-1-1 Full time

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

We are seeking a **Project Manager** to join our Operations Transformation team, with a specific focus on contact centre operations.

In addition to providing expertise in traditional project management functions, the Project Manager acts as a consultant to our Operations team, helping them shape ideas into well-defined initiatives aligned with our strategic direction, and enables organizational agility by coaching junior team members and owning operational support / liaison functions.

Your key responsibilities in this role will include:

- Supporting project sponsors as a project delivery consultant, recommending the most appropriate approach for project delivery, and the best delivery method for individual work streams
- Leading business case and project charter development with a focus on right sizing and clearly defining initiative scope, schedule, and budget to deliver stated business strategy and objectives within delivery constraints
- Developing governance models to enable efficient communication and decision making
- Proactively identifying and mitigating risks to minimize potential delivery disruptions
- Owning the development and management of project schedules and budgets, along with supporting project management artifacts like risk, issue, decision logs; change management plans; and resource plans
- Identifying and implementing opportunities for continuous improvements to Contact Centre Operations tools, processes, and services
- Engaging in Contact Centre technology (including CCaaS & Workforce Management) vendor selection, onboarding, configuration, testing and deployment; Manage technology vendors for delivery of project-related activities
- Measuring and reporting project status and health using appropriate project management tools and techniques

We are looking for a self-starter who takes ownership of their portfolio and sees projects through to completion on tight deadlines. You will be a skilled communicator who is able to connect verbally, visually and in writing with external vendors and E-Comm leadership and team members at all levels of the organization.

**What you will need**:

- Five or more years of Contact Centre technology (CCaaS / Workforce Management) and business transformation project experience
- Education, training, and experience collectively equivalent to a Master’s Degree in a Business, Computer Science, or technology-focused discipline
- Experience with a variety of project types (process redesign, technology implementation, policy change, vendor product selection, etc.)
- Strong expertise with MS Word, Excel, Visio, SharePoint, and PowerPoint
- Experience with Smartsheet (our project management solution)
- An understanding of various methodologies and frameworks like ITSM, SDLC, ITIL, change, quality, and Agile and waterfall methodologies

**What we offer**:

- Competitive salary - with the opportunity for increases
- Generous vacation plan
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
- Excellent extended health and dental benefits
- Pension - we are members of the Municipal Pension Plan, a defined benefits plan
- Career development - we are supportive in developing your skills while pursuing your career at E-Comm

**Security Requirements**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm.
The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is roughly 3 to 5 years.

E-Comm offers a competitive salary of between $100,484 and $118,787, coupled with excellent benefits. This position is based in Vancouver with the opportunity for hybrid working arrangements.

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