Please direct your responses to: jacklyn.ho@experis.com
Title: Survey and Analytics Project Manager
Contract: 6+ months (renewed quarterly)
Location: San Jose, CA
The Customer and Business Insights team is responsible for customer listening programs for the Technical Services organization. The team manages and executes multiple customer feedback mechanisms ranging from surveys to social media listening.
Role:
We seek a project manager to augment custom survey and analytics programs. Custom surveys are quick turnaround investigative research. The analytics programs deliver results and insights either through categorization of open-ended verbatim comments or through visualization of quantitative results.
The role will also manage projects that expand the capabilities of the team, such as streamlining requirements gathering or shepherding an outside third party vendor through approval processes.
This is for an individual contributor. The consultant will split time between multiple projects on the team. Completing some business analyst tasks will be necessary.
Core tasks
Execute projects that enable custom surveys from a pipeline of custom survey requests from internal stakeholders and deliver multiple of these projects in parallel
Execute projects related to survey analytics using third-party analytics packages to categorize open-ended comments and visualize survey results and insights (dashboards).
Execute projects that improve the teams core capabilities. These will be impromptu in-nature and will require stakeholder engagement, project plan creation and management, and creative problem solving.
Read, interpret, and categorize open-ended verbatim comments. Categorization of these become part of the knowledge engineering for automated text analytics packages.
Essential Skills
Expertise in project management with emphasis on solo and small team projects
Experience with Support Services and post-sales technical support processes
Experience with customer listening programs and customer satisfaction surveys
Good communication skills and experience in internal stakeholder facing roles
Helpful skills
Advanced project management expertise and experience (PMP)
Experience with business analysis with emphasis on requirements documentation
Advanced knowledge with Microsoft PowerPoint
Basic knowledge of survey statistics and terminology
Education and Experience
BS or BA degree with a minimum 4-6 years in project management
Prefer at least 3 years in Customer Service/Support or Voice-of-Customer
Please send your resume to jackly.ho@experis.com
Thanks,
Jacklyn Ho
Recruiter
T: 408-369-4104
jacklyn.ho@experis.com
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