Project Manager, Program ​/ Project Manager, Operations Manager

Content Guru is a leading provider of cloud communications solutions. We help businesses across the globe to enhance their customer engagement and experience.

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create the seamless end-to-end customer journeys that inspire loyalty and power the success of organizations worldwide.

What we are looking for...

Due to rapid global expansion, we are looking for a successful and established Project Manager to join our exceptional team based in Bracknell. As an experienced Project Manager you will be adept at managing, overseeing and delivering multiple projects.

Working closely with our sales team, you will be responsible for managing client relationships and implementing a fast-paced, cost effective and customer oriented delivery experience to a high level of customer satisfaction.

Location...

This role is based in our office in Reston, Virginia.

This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy.

Key responsibilties of the role...

Project Delivery

• Initiate projects in accordance with any project management methodology in force from time to time and establish the appropriate level of project documentation and control for the project being managed.
• Ensure projects are delivered within tolerance: time to project completion date, cost and quality.
• Ensure that all project documentation is maintained to a high standard and that all project deliverables meet the customer's expectations of performance and quality.
• Establish an appropriate test plan according to customer requirements.
• Manage virtual project teams as required.

Customer Relationship Management

• Establish a single point of contact for the customer for the duration of the project and agree escalation paths for all stakeholders.
• Manage customer communications during the project life cycle ensuring a high level of customer satisfaction and ensuring regular contact between virtual teams across the business.

Sales / Financial Support

• Contribute to bids and tenders and provide project management input to presales support activities, including documentation and customer presentations.
• Manage project costs, ensuring that sales margins are maintained and all additional costs are tracked and recovered where possible.
• Generate accurate forecasts for in-house planning and budgeting purposes as requested.
• Understand and maintain financial control throughout the full project life cycles, delivering against an agreed project revenue plan.
• Agree billing plans for customers alongside account management and billing teams.

Process Management and Improvement

• Ensure projects have met key milestones before they progress to subsequent delivery stages.
• Implement appropriate project controls at the initial project initiation stage including any risk, issue logs or change control methods as per internal processes.
• Ensure internal systems and reporting tools are maintained to reflect the current state of a project.
• Undertake project debriefs to identify, review and propose improvements that you, the project management team, the wider business and customers will benefit from.

About you...

• A Bachelors degree in STEM or equivalent.
• Strong experience in project management or project delivery in the technology sector.
• Proven experience of consistently achieving and surpassing customer expectations.
• Proven ability to effectively manage projects from start to finish and work to a deadline.
• Experience in working with the software development lifecycle, cloud platforms and/or the development of hardware and software.
• Strong communication, organisational and interpersonal skills.
• Proven ability to solve problems creatively.
• The ability to motivate others to deliver.

About the Company:

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. We have grown to have offices in the UK, US, Netherlands, Germany…