Customer Service jobs in United States, Florida, Tampa

Job Title: Service Delivery Center – Program Management – Manager

As a Program Manager at EY, you will be responsible for ensuring that both business-sponsored and internal programs/projects are planned, managed, and governed in a consistent and disciplined manner, with a focus on high-quality execution. You will help businesses realize the value from their IT investments by supporting strategy, improving the customer experience, and driving growth. As part of a high-performing team, you’ll provide advice about technology enablement and the strong effect IT has on major program transformations. This is a new group being developed in our Service Delivery Center, and you will have the opportunity to be a part of building a new team within this growing organization.

Your Key Responsibilities:

• Collaborate with technical, delivery, and management teams on the coordination of aggregated/integrated roadmap views, tracking, planning, and resolution of risks and issues, as well as identifying and managing cross-functional dependencies.
• Create and develop project charters, scope, and schedules, then plan and assign resources to a project.
• Facilitate the centralization and automation of reporting processes where possible and relevant; actively collaborate with partners across Product and IT to meet business goals.
• Establish procedures and monitoring controls with a mindset of continuous improvement while demonstrating strong ethical behavior.
• Advise and consult with other departments about production software issues, concerns, problems, and questions.
• Manage resources, communications, and cost management of projects.
• Create project organization structures, including identification of key project team members and their roles, and develop and communicate the project plan to align project members and stakeholders.
• Conduct kickoff meetings with all key stakeholders to announce the start of a project, review the overall project plan, and gain consensus.
• Measure project performance using appropriate tools and techniques to monitor the progress of the project, identify and quantify any variances, perform any required corrective actions, and communicate to all stakeholders.
• Demonstrate business skills with the ability to effectively negotiate priorities across multiple groups and teams.
• Manage changes to the project scope, project schedule, and project costs to keep the project plan accurate and updated, reflecting authorized project changes as defined in the change management plan to facilitate customer acceptance.
• Identify high-level risks, assumptions, and constraints, then implement approved actions and workarounds to minimize the impact of risks on the project.
• Communicate any development or resourcing roadblocks to leadership and facilitate resolution.
• Create and implement remedies to obstacles and challenges throughout the course of the project.
• Develop and maintain relationships with stakeholders beyond IT services, including finance, communications, and legal, to cover all potential downstream implications of a project.
• Improve team performance by building team cohesiveness and leading, mentoring, training, and motivating to facilitate cooperation among the teams.
• Work with system end users to understand business functions and document requirements.
• Analyze current business processes to identify potential gaps between current and target states.
• Document system requirements via process/workflow diagrams, including potential error conditions based upon analysis of system capabilities.
• Maintain system protocols by writing and updating procedures.
• Write and maintain end-user and system practitioner documentation as reference material.
• Effectively use the tools required for managing programs and projects at EY and provide thought leadership for the growth of the toolset and functionality to aid in PM delivery.
• Work in a fast-paced environment and communicate with both technical and management staff.

Skills and Attributes for Success:

You’ll spend most of your time assisting in the day-to-day management of projects or as a business systems analyst. You’ll monitor progress, track project finances, risks, and issues, and confirm that key stakeholders are kept informed about progress and outcomes. You should be highly organized, possess outstanding verbal and written communication skills, and be a self-starter.

To qualify for the role, you must have:

• A bachelor’s degree
• Minimum 5+ years of related experience preferred, with consulting or industry experience in complex program management and portfolio management.
• Strong communication, facilitation, and presentation skills, capable of putting together and speaking to executive-level presentations.
• Experience in project delivery, including configurations, release, and change management.
• Knowledge of integration plans, integration reports, and test procedures.
• Experience scheduling and delivering implementations that include multiple components with tight interdependencies between these components.
• Demonstrated project and program management skills in a cross-functional coordination role.
• Broad knowledge of the IT function and how IT enables business through effective and strategic planning, governance, and management disciplines.

Ideally, you’ll also have:

• Experience leading change in a Program Management setting.
• Experience working in the financial services or professional services industry.
• Experience working with executive IT or business leadership.
• Agile experience and certifications are a plus.
• Knowledge of standard IT methodologies and processes, such as PMBOK, Prince2, Six Sigma, CMMI, product management, and systems development life cycles.
• Relevant industry certification (e.g., PMP, Agile CSM, SAFe).
• An understanding of master scheduling and integrated project planning.
• Experience with enterprise PMO and Lean PMO setup and operation.

What we look for

We’re interested in professionals with a genuine interest to contribute to the growth of the Testing practice. You can expect plenty of autonomy and variety in this role, so you’ll also need the ability to be nimble, take initiative and seek out opportunities to improve our current relationships and prioritize participation in practice initiatives that will generate a long-term pipeline of sales for the firm. If you’re serious about progressing and ready to take on some of our clients’ most complex issues, this role is for you.

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
• The opportunity to develop management responsibilities among a portfolio of talent within a designated service line
• A collaborative environment where everyone works together to create a better working world
• Excellent training and development prospects, both through established programs and on-the-job training
• An excellent team of senior colleagues, dedicated to managing and varying your workload

Service Delivery Center – Program Management – Senior

As a Program Manager at EY, you will be responsible for ensuring that both business-sponsored and internal programs/projects are planned, managed, and governed in a consistent and disciplined manner, with a focus on high-quality execution. You will help businesses realize the value from their IT investments by supporting strategy, improving the customer experience, and driving growth. As part of a high-performing team, you’ll provide advice about technology enablement and the strong effect IT has on major program transformations. This is a new group being developed in our Service Delivery Center, and you will have the opportunity to be a part of building a new team within this growing organization.

Your Key Responsibilities:

• Collaborate with technical, delivery, and management teams on the coordination of aggregated/integrated roadmap views, tracking, planning, and resolution of risks and issues, as well as identifying and managing cross-functional dependencies.
• Create and develop project charters, scope, and schedules, then plan and assign resources to a project.
• Facilitate the centralization and automation of reporting processes where possible and relevant; actively collaborate with partners across Product and IT to meet business goals.
• Establish procedures and monitoring controls with a mindset of continuous improvement while demonstrating strong ethical behavior.
• Advise and consult with other departments about production software issues, concerns, problems, and questions.
• Manage resources, communications, and cost management of projects.
• Create project organization structures, including identification of key project team members and their roles, and develop and communicate the project plan to align project members and stakeholders.
• Conduct kickoff meetings with all key stakeholders to announce the start of a project, review the overall project plan, and gain consensus.
• Measure project performance using appropriate tools and techniques to monitor the progress of the project, identify and quantify any variances, perform any required corrective actions, and communicate to all stakeholders.
• Demonstrate business skills with the ability to effectively negotiate priorities across multiple groups and teams.
• Manage changes to the project scope, project schedule, and project costs to keep the project plan accurate and updated, reflecting authorized project changes as defined in the change management plan to facilitate customer acceptance.
• Identify high-level risks, assumptions, and constraints, then implement approved actions and workarounds to minimize the impact of risks on the project.
• Communicate any development or resourcing roadblocks to leadership and facilitate resolution.
• Create and implement remedies to obstacles and challenges throughout the course of the project.
• Develop and maintain relationships with stakeholders beyond IT services, including finance, communications, and legal, to cover all potential downstream implications of a project.
• Improve team performance by building team cohesiveness and leading, mentoring, training, and motivating to facilitate cooperation among the teams.
• Work with system end users to understand business functions and document requirements.
• Analyze current business processes to identify potential gaps between current and target states.
• Document system requirements via process/workflow diagrams, including potential error conditions based upon analysis of system capabilities.
• Maintain system protocols by writing and updating procedures.
• Write and maintain end-user and system practitioner documentation as reference material.
• Effectively use the tools required for managing programs and projects at EY and provide thought leadership for the growth of the toolset and functionality to aid in PM delivery.
• Work in a fast-paced environment and communicate with both technical and management staff.

Skills and Attributes for Success:

You’ll spend most of your time assisting in the day-to-day management of projects or as a business systems analyst. You’ll monitor progress, track project finances, risks, and issues, and confirm that key stakeholders are kept informed about progress and outcomes. You should be highly organized, possess outstanding verbal and written communication skills, and be a self-starter.

To qualify for the role, you must have:

• A bachelor’s degree
• Minimum 2+ years of related experience preferred, with consulting or industry experience in complex program management and portfolio management.
• Strong communication, facilitation, and presentation skills, capable of putting together and speaking to executive-level presentations.
• Experience in project delivery, including configurations, release, and change management.
• Knowledge of integration plans, integration reports, and test procedures.
• Experience scheduling and delivering implementations that include multiple components with tight interdependencies between these components.
• Demonstrated project and program management skills in a cross-functional coordination role.
• Broad knowledge of the IT function and how IT enables business through effective and strategic planning, governance, and management disciplines.

Ideally, you’ll also have:

• Experience leading change in a Program Management setting.
• Experience working in the financial services or professional services industry.
• Experience working with executive IT or business leadership.
• Agile experience and certifications are a plus.
• Knowledge of standard IT methodologies and processes, such as PMBOK, Prince2, Six Sigma, CMMI, product management, and systems development life cycles.
• Relevant industry certification (e.g., PMP, Agile CSM, SAFe).
• An understanding of master scheduling and integrated project planning.
• Experience with enterprise PMO and Lean PMO setup and operation.

What we look for

We’re interested in professionals with a genuine interest to contribute to the growth of the Testing practice. You can expect plenty of autonomy and variety in this role, so you’ll also need the ability to be nimble, take initiative and seek out opportunities to improve our current relationships and prioritize participation in practice initiatives that will generate a long-term pipeline of sales for the firm. If you’re serious about progressing and ready to take on some of our clients’ most complex issues, this role is for you.

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
• The opportunity to develop management responsibilities among a portfolio of talent within a designated service line
• A collaborative environment where everyone works together to create a better working world
• Excellent training and development prospects, both through established programs and on-the-job training
• An excellent team of senior colleagues, dedicated to managing and varying your workload