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Customer Experience Project Manager
Summary
Title:Customer Experience Project Manager
ID:112022
Department :Customer Experience
Location:Houston, TX
Description

Position Overview:
The CX Project Manager plays a crucial role within the Customer Experience (CX) division in helping us to achieve our mission, which is to create organizational change that positively influences how customers think, feel and behave. To achieve this, all groups within Customer Experience need to be aligned. The Project Manager works closely with all CX teams as well as other departments critical to the success of our mission. We are looking for someone who is highly organized, detail oriented, self-motivated, and is comfortable working in an evolving and demanding environment. You will help build processes designed to keep our teams focused and on track as we make operational and foundational changes to our organization so we can maintain a customer-centric focus.
 

Essential Functions:

  • Lead strategic CX program planning and tactical execution in collaboration with the Chief Experience Officer
  • Drive the implementation and execution of all CX programs, projects and initiatives housed within WebPros​​​​​​
  • Own documenting and communicating action items as well as delivering weekly status report
  • Help establish, structure and manage CX team processes, workflows, governance structure, and team outcome
  • Assist in defining and managing updates and reports regarding customer experience metrics and deliverables within the organization
  • Create and modify presentations for various functions within the CX team
  • Adheres to the policies and procedures of the company
  • Exemplifies the cPanel Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun
Eligibility Requirements:
  • Bachelor’s Degree or equivalent work experience (4 years) at a comparable company within the software industry
  • Passion and high level ability for using data to solve technical and business challenges
  • Experience in helping set vision and strategy for project completion
  • Experience executing strategy well and on time
  • Proven track record owning, managing, and driving cross-functional projects
  • Experience developing and executing CX programs related to software or adjacent technologies
Preferences:
  • Working knowledge of Atlassian products (Jira, Confluence) or similar project management tools preferred 

Qualifications:
Written Communications:
Superior written communication skills required; able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation.

Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings.

Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all levels of employees in a professional and effective manner.

Research Skills: Able to gather data, facts, and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures, or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring.

Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information.

Time Management: Strong organizational skills, ability to prioritize and to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner.

Business Acumen: Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies. Results Driven: Able to follow through on assignments to achieve company and departmental goals.

Adaptability: Able to adapt to changes in the work environment, manage competing demands, and deal with frequent change, delays or unexpected events including software & systems used to perform everyday tasks.

Problem solving skills: Able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgment on regular basis in making decisions.

Travel: Semi-frequent local, and interstate and international air travel required.

 

Work Environment and Physical Demands

Ability to work in an office environment. Specific abilities required by this job include: Ability to occasionally lift and carry or move up to 20 pounds; Near vision; hearing; ability to transport oneself as needed throughout the day; ability to sit and use computer workstation, including keyboard and visual display terminal, for extended periods of time; manual dexterity (eye/hand coordination); repetitive arm/hand movements

• cPanel is a 24/7 operation and nontraditional or extended hours (including weekends) may be required

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