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A Project Manager in Global Customer Care at RingCentral will empower the Technical Support organization with the processes, metrics, tools, and technologies to deliver world-class technical support. You will collaborate with the global support leadership team to deliver and contribute to strategic solutions and roadmap designed to meet our ambitious productivity and Customer Satisfaction goals.
The ideal candidate is proficient, has excellent communication skills, enjoys working as part of a team, can successfully multi-task, and thrives on being successful in fast paced environments. Successful candidates will have strong interpersonal skills, a confident presence, adept logical troubleshooting and problem solving, strong project management skills, strong support analytics experience, and the ability to lead cross-functional teams.
This is a highly visible and challenging position with the opportunity to directly impact the success of the Customer Care organization in addition to influencing the Customer Experience across RingCentral.
This role will be a hybrid role between Project Management and Process/Operations management dependent on the most critical needs of the organization.
This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.
To succeed in this role you must have experience in:
- Defining problem statements, objectives, project scope, and business requirements for various new or enhanced projects and facilitating the successful delivery and/or rollout and adoption of new systems, processes, pilots etc.
- Managing risks, issues and dependencies to enable effective delivery of projects
- Working cross-functionally with engineering, marketing, and product management to improve processes and/or deliver capability/tools for the support organization
- Find opportunities to improve workflow and create supporting documentation for review by peers and management
Essential Skills:
- Experience delivering outcomes in a Technical Support environment
- Experience in managing multiple stakeholder in an ambiguous environment
- PMP Certification and/or Six Sigma certification with a track record in delivering outcomes
- Experience setting up systems, workspaces, templates, and workflow
- Experience in risk, issue and dependency management
- Familiar with Salesforce Service Cloud or similar CRM systems, Telephony and chat platforms including IVR, Knowledge base systems, Workforce management systems and Customer portals for case management.
- Strong experience with Smartsheet or Microsoft Planner +5 years administration. Ability to drive and create PMO processes
- Experience working with budgets and headcounts
- Experience in developing programs and processes that directly create customer satisfaction and loyalty.
- A strong leader who is highly energetic and a motivated standout colleague.
Desired Qualifications:
- With 6+ years of related industry experience.
- Self-starter with the ability to handle multiple tasks and priorities simultaneously.
- Strong verbal/written communication skills, including the ability to effectively communicate with both business and technical teams.
- Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements.
- Strong attention to detail and excellent problem-solving skills.
- Ability to understand and apply technical concepts.
- Collaborate and Lead Advanced Support Initiatives.
- Demonstrated ability to work as a standout colleague and enjoys collaboration.
- Demonstrated ability to lead projects and team members.
- Demonstrated excellence in troubleshooting and analysis skills.
What we offer:
- Well-coordinated professional team.
- Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.
- Additional Health and Life Insurance Package.
- Employee Assistance Program.
- 25 vacation days.
- 200 BGN Digital Food Vouchers.
- 120 BGN Gross as part of the salary for Working Expenses Allowance
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
