Project Manager, Learning & Performance in Remote, USA at TTEC

Date Posted: 7/10/2018

Job Snapshot

  • Employee Type:
  • Location:
    Remote, USA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Our Focus
TTEC is helping organizations transform the customer experience. 
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement.
We hire only high-performing, highly-qualified and passionate people to help us to build exceptional customer experiences.

What It Means to Be a part of TTEC Digital Consulting
The strategy services division at TTEC understands the need to operationalize transformation and strategy and that success for a client is tied to measurable results—not just a PPT slideshow. TTEC Digital Consulting is a full cycle, solution-providing, delivery-focused, get-down-and-dirty approach to solving our client’s most pressing customer challenges.  Our client companies come to us because they have unique business problems and they are looking for a true partner solution.
The brands that lead in customer engagement all have a commitment to culture that goes far below the surface. Each of these organizations has a systematic approach to training, rewarding and continuously reinforcing their focus on the customer that permeates everything they do. The Learning and Performance practice brings together its customer-centric methodology with innovative learning and organizational techniques to provide clients with the strategy, curriculum, training, coaching, social collaboration, knowledge management, and technology needed to build a company that consistently delights the customer—and the employee—while delivering value to the enterprise. We partner with our clients to bring people, process, and technology together to turn one-off tactics into an operational program embedded with long-term strategies and goals. 
The Project Manager (PM) supports customer engagements within TTEC’s Learning and Performance practice. Our PM will be responsible for all project management functions from a Content and Collaboration perspective associated with client launches/client ramp-up activities and associated deliverables. You will partner with clients regarding training resources/processes and will serve as liaison with our clients, ensuring communication related to project milestones, soliciting contribution from matrix resources, and collaborating with other stakeholders/resources as needed to effectively drive projects to successful outcomes.
The PM also supports the standardization of design within TTEC’s Learning Solutions practice. Our PM will collaborate with the client PMs to assign and hire necessary resources for the analysis, timeline, and ramp plan for a client. You will collaborate with clients regarding training and knowledge base (KB) resources and processes and will serve as a liaison with the Learning Solutions team to build effective learning solutions for our clients.
Maintaining High Standards
We are looking for a PM to embrace our integrated set of Custom Development, Learning and Performance launch team capabilities and provide project management support for the delivery of transformative learning solutions to our clients.
What the Role Really Does :
  • Client Interaction – Serve as primary liaison, proactively identifying risks and identifying solutions to challenges related to the delivery of solutions. Partner with external clients and internal product owners to position learning and knowledge management-related solutions. Build strong relationships with stakeholders within TTEC and with client partners. Prepare and present recommendations and plans to client decision makers.
  • Project Planning – Work with client partner, corporate and local Learning and Performance teams on project plans. Partner with internal and external stakeholders to ensure that set goals and timelines can be met. Work with key stakeholders to analyze all needs, and follow through for successful management and implementation of programs and initiatives. 
  • Key stakeholders include sales and operations executives, client sales partners, Learning and Development groups, and client decision makers.
  • Project Oversight – Work cross-functionality within TTEC and with external vendors to solicit support necessary to ensure project success.
  • Financial Oversight – Plan and manage financials and budged expenses, (including but not limited to completion of purchase orders, tracking of employee hours, and approving financial reimbursement requests).
  • Project Follow-Up/Control – Ensure compliance with Learning and Performance processes/systems executed during launch/ramp; aid in compiling and distributing requested data. 
  • Design Resourcing – Work with the client project manager to assign resources to design work including analysis, timeline, ramp plan, and the creation of the curriculum schedule. Additionally, design and implement strategies to optimize learning and knowledge in support of meeting and exceeding operational and internal goals and metrics.
  • Manage Custom Development launches, knowledge management launch, facilitation events and resourcing, including onboarding, training, coaching, development, compliance, and resource allocation. 
  • Reporting and Metrics – Develop weekly reporting on all programs assigned and complete project plans. Create, build, and distribute custom analytics and reports based on goals and metrics. Report on successes and lessons learned from Custom Development Learning and Performance launches. 
  • Manage People – Manage resources including hiring, on boarding, training, coaching, development, compliance, and resource allocation.
  • Standardization – Assure alignment with TTEC’s and client processes, tools, and templates. 
  • Collaborate with internal stakeholders to validate solutions aligned with business needs and expectations.

What We're Looking for :
  • Trust, Passion, Integrity. Those are just some of the attributes valued at TTEC.  Of course, there are some other requirements, too. These include :
  • Prefer 3 to 5 years’ experience in Operations and/or learning fields
  • BA/BS or equivalent experience
  • Ability to create client-centric solutions
  • Track record in personal history of interacting with operational and sales leadership at senior level
  • Practical application of social media activity and knowledge management technologies and practices
  • Ability to design solutions incorporating a variety of learning products
  • Proven competence and experience in managing complex projects with multiple stakeholder, across multiple regions and multiple cultural environments
  • Ability to work with virtual groups
  • Outstanding communication and interpersonal skills
  • Excellent presentation development and proposal writing skills
  • Strong problem solving, solution and strategic thinking
  • People management abilities
  • Project management experience
  • Experience using eLearning software such as Captivate or Articulate Storyline 2, preferred
  • Experienced with social media tools; has experience interacting in online community tools such as forums, blogs, podcasts, RSS, wikis, and user-generated content, preferred
  • Knowledge of Adobe Photoshop, Flash, HTML principles, preferred
  • Background in training/teaching and/or adult learning, preferred

Additional Specific Duties and Responsibilities :
  • Ability to travel internationally, 50% required
  • Keep abreast of developments in the learning, social, and knowledge management fields and work with others to implement new and innovative products

Who We Are :
TTEC Digital Consulting is a pioneer in customer experience, engagement and growth solutions. Our 50,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from both our Engage and Digital segments to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Consulting team is on a mission to help our clients realize the amazing opportunities available to them, by driving new thinking and transforming the way they create exceptional experiences for their employees and customers.   We provide end-to-end advisory and execution services, giving leaders the confidence and tools to re-think how to compete with a combination of our logic, intellect and ability to make sense of the data with our creativity and experience. 

What We Offer :
  • Performance equity, variable incentive bonus plan, 401K company match, tuition reimbursement
  • Global career mobility, professional development, employee recognition programs
  • State of the art technology which allows for seamless global connectivity
  • Learning and career growth opportunities via our global footprint
  • Rich wellness program and health incentives