Senior CRM Implementation Program Manager

Senior CRM Implementation Program Manager

Target Salary $171,000 – $190,000 – Wage dependent on experience and geographic location

State California

Department Information Technology

City:

San Francisco

Location:

1074 – Recology Service Center – San Francisco office

Subsidiary Name:

Recology Service Center

Role

Guided by functional strategy, leads Customer Relationship Management (CRM) implementations and oversees a matrix team of Recology employees and vendors.

Essential Responsibilities

• Manages all aspects of CRM implementation program delivery including resource assignment and planning, scope, timeline, and budget.
• Develops and maintains positive and professional relationship with all project stakeholders and senior leadership.
• Collaborates with internal stakeholders and vendors to ensure alignment of scope and expectations.
• Point of contact for questions about the CRM implementation and is responsible for internal communication with users and stakeholders.
• Ensures program adherence to scope, timeline, and budget, and proactively acts on any anticipated changes, issues, risks, or delays.
• Liaison with upper management to communicate timelines and scope of ongoing and future implementations and modifications.
• Collaborates with corporate and regional departments, legacy applications, vendors and project team to ensure workflow is uninterrupted and as efficient as possible.
• Ensures best practices are developed and subject matter expertise is maintained on CRM functionality focusing on standardization across the enterprise.
• Plans, executes, & manages internal CRM training with new and existing employees about the proper use of the CRM Application.
• Oversees and manages the documentation of business requirements, functional requirements/specifications, interface requirements, data conversion requirements, implementation requirements, use cases, scope changes, and design documentation.
• Facilitates project meetings and provides timely status updates to management and relevant stakeholders on the project status, including a budget, task completion, timeline, potential risks, and scope.
• Participates in the development and continual improvement of organizational standards, methodologies, procedures, and tools.
• Delivers solution-based recommendations when issues arise to keep the program on track.
• Manages project budget inclusive of outlining recommended resource allocation by quarter, helping drive the budget approval process, processing invoices, onboarding new vendors as needed, etc.
• Drives ongoing alignment on project plans, priorities and deliverables among the business team, technology and other key stakeholders.
• Manages multiple project timelines in parallel, keeping owners accountable for deliverables and deadlines and escalating any risks or dependencies.
• Completes project status reporting on a timely and regular basis and maintains Project Document Repository (e.g. SharePoint, MS Teams) to house the key documents.
• Manages vendors inclusive of onboarding, legal and finance requirements (SOWs, Budgets), coordinated project plans, and communications.
• Other duties as assigned.

Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

• Six years required, ten years’ experience preferred, of project and program management.
• 5+ years of CRM implementation experience, including proven success in leading CRM strategy and program implementation.
• Experience with PMP and agile project management; PMP, PMI, CSM certifications preferred.
• Experience setting up and using project management software i.e. MS Project, Planview PPM etc.
• Proven success in delivering on time, on budget implementations (must have Budgeting Control experience).
• Proven success proactively managing risks, financials, decisions, opportunities throughout a program lifecycle.
• Six Sigma certification a plus.
• Organizational Change Management experience.
• Proven ability to drive results in lean, fast-paced environments.
• Experience collaborating effectively with business, operations, and tech teams to execute plans, implement technology and scale solutions.
• Outstanding drive for results and sense of accountability for outcomes.
• Ability to manage long running processes and projects.
• Ability to develop and mentor others.
• Proactive, solution-oriented strategic thinker comfortable with decision making.
• Ability to prioritize own work, as well as the team’s work, based on business objectives and relative urgency in the organization.
• Excellent communication and facilitation skills.
• Incredibly organized with strong interpersonal and communication skills.
• Experience with MS Office tools.
• Must have strong experience interfacing/interacting with Executives and vendors.
• Accounting and Operations Knowledge and experience a plus.
• Principles of employee training, supervision, and evaluation.
• Supervisory techniques, resource allocation, planning and budgeting.
• Bachelor’s degree in business, Computer Science or in a related field required.
• Valid Driver’s License required.

Recology Offers

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R’s: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

Recology Benefits May Include

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

Supplemental Information

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive and diverse work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.

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