Project Manager

Overview

We are seeking an Operations Project Manager for a critical contract role focused on the stabilization and optimization of customer service operations following a Microsoft Dynamics 365 implementation. The contractor will collaborate closely with both frontline customer operations and technology teams to address operational challenges and enhance service delivery efficiency. This role is ideal for someone with extensive experience in contact center environments who can act as a vital link to mitigate post-go-live bottlenecks.

Responsibilities

• Coordinate recovery actions to address email and case backlogs across tech and ops teams.
• Analyze post-implementation operational pain points to identify root causes.
• Partner with IT to optimize workflow automation and technical processes related to Dynamics 365.
• Document current and future state workflows to eliminate inefficiencies in service delivery.
• Gather and analyze data on call volumes and case trends to provide insights to leadership.

Requirements

• Proven experience in contact center operations or recovery project management.
• Strong background in managing complex case management systems.
• Hands-on experience with Dynamics 365 customer service functionalities.
• Expertise in process mapping and continuous improvement methodologies.
• Ability to analyze and interpret operational data effectively.