Senior Project Manager

Job Locations US-North America
Job ID
2018-1922
Category
Customer Service

Company Overview

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years.

Overview

The Senior Project Manager is dedicated to supporting and improving warranty & repair and implementation project experience for Humanscale customers, dealers, sales and support team members. This position will be responsible to establish criteria for project staffing, and to institute change that will better the customer experience as it relates to the Humanscale warrant repair & implementation projects.

 

The Senior Project Manager will establish clear performance metrics and bonus criteria for the Humanscale Project Coordinators.  The Senior Project Manager will be responsible for continuous improvement in project management and track efficiencies related to improvements.  The Senior Project Manager will partner with their sales peers to ensure project expectations and updates are clearly communicated through the support and sales organizations.  This role is responsible for building strong cross-functional relationships in order to effectively address implementation and warranty project concerns and exception requests.

 

Responsibilities

  • Handle all facets of Humanscale warranty & repair and implementation project process  
    • Responsible for US and Canadian Commercial projects
      • Dealer
      • Direct
    • Put mechanisms in place to track all project activity by day/week/month
    • Provide trending  reports for warranty & repair and implementation projects monthly/annually
    • Compile and report on all costs/savings associated with warranty & repair projects  
  • Empower Project Coordinators to own the customer experience throughout the project  cycle
    • Ensure the Humanscale brand is reflected at each touchpoint of the project
    • Handle project related concerns/escalation
    • Propose improvements and efficiencies in the warranty and repair process
    • Create customer feedback loop on projects   
  • Be a catalyst for continuous improvement
    • Prevent future issues from arising by assessing trending issues and partnering with the SPM team to created or modify process to address at the root cause
    • Proactively suggest solutions based on past resolutions and experience
  • Manage the Project  team across the US and Canada
    • Manages department staff including training, staff development, performance appraisals and assignments. Monitors goals versus attainment and takes corrective action when necessary.
    • Create an accountable environment with clear performance targets and career path opportunities

 

 

Key Competencies:

 

  • Obsessed with the Humanscale customer experience
  • Excellent verbal and written communication skills
  • Quick learner and problem solver; able to seek out solutions autonomously
  • Able to decipher ambiguous situations and identify the proper path
  • Strong organizational and prioritization skills
  • Proven ability to partner with others to accomplish goals
  • Professional leader with ability to manage remote teams
  • PMP Certification within 90 days of hire
  • Over 1,000 hours of industry related project work

Qualifications

EDUCATION AND EXPERIENCE:

Bachelor’s degree or equivalent experience

Sales and/or Customer Service experience

1-3 years’ experience managing remote team members

 

COMPUTER SKILLS:

Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge.  Project management software (basecamp/Microsoft project)

 

 

 

Humanscale is an Equal Opportunity Employer

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