Strategic Implementation Manager
Apply NowCompany: Cynet Systems
Location: San Francisco, CA 94112
Description:
Job Description:
Pay Range: $62hr - $68.5hr
Pay Range: $62hr - $68.5hr
- Develop and lead high performing, cross-functional project teams within operations (Partner Management, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM, WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
- Create comprehensive and nimble end-to-end implementation plans through robust planning and actively drive the execution, launch, and post-launch control of solutions.
- Collaborate closely with leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
- Responsible for identifying and developing all operations business requirements, writing business requirements docs, and partnering with product & engineering teams to incorporate and prioritize ops needs into product requirement docs (PRDs).
- Become the SME in candidate fraud/safety space and design high-quality end-to-end agent investigation workflows.
- Candidate will leverage internal Client tools (guide designer) to architect robust, error proofed, and streamlined processes.
- Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure solutions are ready for live production.
- Drive optimal ops forecasting through close collaboration with product and workforce planning teams. As assumptions change, Candidate update plans dynamically and apply a lens of radical stewardship to the use of company resources.
- Ensure solutions have been rigorously tested before rolling out at scale. Develop experiments, pilots, feedback channels and corresponding pre-launch success criteria to maximize learnings that inform solutions.
- Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
- Develop key insights into the quality and performance of Candidate implementation. candidate define key success metrics alongside Candidate advanced analytics partners, and ensure robust dashboards are created to monitor the performance of pilot, launch and post-launch.
- Maximize decision accuracy by ensuring quality metric frameworks are developed and tailored for Candidate solution.
- Partner with QA teams to drive root cause analysis of decision accuracy errors, and develop solutions to prevent future failures.
- Develop hypotheses and data collection plans when issues arise.
- Seek to prove or disprove through deep dive analysis.
- Ensure lasting change through the ownership of key metrics and delivery of post-launch continuous improvement efforts.
- Once quality and performance have achieved the target, develop comprehensive control plans for Candidate customers to ensure their success.
- Continuously evaluate and improve implementation management processes and methodologies to enhance organizational efficiency and contribute to the maturation of the Community Excellence Team.