Project Manager, Customer Care

The Customer Relations team is responsible for supporting eHarmony's reputation by providing excellent customer care through the prevention and problem resolution of issues that pose risk to the company, risk to customers, or negatively impact the customer experience, through incident investigation and analysis, through enforcement of eHarmony's terms and conditions and by working with business groups to recommend process and policy changes that improve the customer experience.   JOB SUMMARY   This is a professional practitioner project management position. Under low supervision of the assigned business manager, this position is responsible for applying/executing project management methodologies and practices. Depending on level of experience, projects managed are of average size scope, risk, complexity, geographic dispersion and risk. Alternatively, the position may manage a phases of larger projects of average complexity. RESPONSIBILITIES: Leads moderately complex projects that generally have been assigned a medium to high corporate priority, have a significant budget(s), and are higher risk. Participates in negotiations with potential clients; assisting clients in the development of business plans, strategies and approaches to take advantage of business opportunities. Manages vendor relationships including conducting planning session with vendors and service providers and defines project and performance expectations. Provides subject matter expertise in areas (including, but not limited to): project management, project scope definition, risk identification/mitigation, use of project methodology, resource allocation, facilitation, project intervention, knowledge transfer and other areas of expertise based on professional knowledge and background. Analyzes and researches planned or proposed high profile, controversial and /or high impact changes to business operations. Participates in the development of department guidelines, policies and operations, including defining requirements for complex and non-standard department methodologies. Makes presentations to senior-level steering committee (or similar body) representing the development of project objectives, negotiations of project scope with client, risk identification/mitigations, negotiations on project deliverables, timelines and resources. Communicates KPI information and results to management. Evaluates project life cycle, results achieved vs. results expected. Ensure projects are completed on time and within budget and scope. Provides expert assistance as mentor or coach to Associate level Project Manager resources, project support staff and business clients as needed. Attends industry-related conferences and/or training programs as needed based on budget availability. QUALIFICATIONS: Proficient to intermediate level knowledge of the principles, practices and techniques of project management demonstrating successful project management experience and knowledge, particularly on moderately and highly complex projects. Proficient in change management, quality management, shareholder management, contract negotiation, integration management, conflict resolution, executive level communications, strategic planning and analysis, execution, risk management identification, and mitigation planning. In-depth knowledge of business process improvement, re-engineering, estimating and measurement concepts, change control development process, quality assurance principles and concepts relative to standards and procedures. Excellent written and verbal communication skills. Analysis and problem solving. Superior Organization and Time Management skills. Ability to interact with all levels of management including executive level leadership. Bachelor's Degree or equivalent work experience (8 years+.)  Prior project management experience involving medium to high complexity project initiatives with a high degree of technical components such as system implementations and enhancements.  Superior analytical and interpersonal skills. An unwavering commitment to the expectations and requirements of eHarmony's subscriber base. Unquestioned integrity and ethics.  Microsoft Office - Excel, Word, Powerpoint, Visio. Microsoft Project Typing (min 35 wpm.) About eHarmony: Pasadena, Calif.-based eHarmony (www.eharmony.com) launched in 2000 and is the Internet's No. 1 trusted relationship services provider. eHarmony creates compatible matches based on traits that are scientifically proven to predict happier, healthier relationships. With over 20 million registered users and 10,000-15,000 new users registering daily, eHarmony's highly regarded singles matching service is a market leader in online relationships. On average, 236 eHarmony members marry every day in the United States as a result of being matched on the site. * In 2007, eHarmony was ranked No. 5 in Deloitte's prestigious Technology Fast 50 Program and in 2008 eHarmony won the distinguished Entretech Annual Entrepreneurship Award in the Growth Company Category. A privately-held company, eHarmony's shareholders include Technology Crossover Ventures, Sequoia Capital and Fayez Sarofim & Co. eHarmony is available in the United States, Canada and Australia. *Harris Interactive research, 2007 eHarmony offers a fun, fast-paced environment with a game room and free snacks and sodas. Compensation packages include: a base salary, discretionary bonus, pre-IPO stock options, and comprehensive benefits.   If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=555070-3-753 Company:   eHarmony.com Location:   Pasadena Job Category:   Customer Support/Client Care Career Level:   Manager (Manager/Supervisor of Staff) Company:   eHarmony.com Reference Code:   1164