Project Manager, Content

Operations Shivajinagar, Pune


JOB SUMMARY

As a Project Manager of the Content Program Office, you are responsible for the Maintenance and special deployment release programs and customer support delivery across the 6 teams in Pune Content.  This includes establishing tools / methods for ensuring successful delivery of Content deliverables, owning the PMO process and discipline, documenting and tracking all program deliverables, and coordinating regular meetings and reviews for monitoring program progress and addressing program blockers. This position will play an integral role in achieving the Content team’s operational objectives.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Plan and monitor monthly Content maintenance sprints, employing Agile methodologies
  • Manage the triage of Customer Support issues, ensure SLAs are met and incidents are thoroughly documented
  • Work with key stakeholders to continuously improve the Customer experience related to Avalara Content
  • Formulate, organize, and monitor Content Maintenance projects and their interdepartmental dependencies
  • Lead Training & Effectiveness and Data & Analytics Analysts to deliver results related to their respective roles and evaluate their effectiveness
  • Implement and monitor productivity, quality, and customer-service standards
  • Manage the documentation for Content processes, procedures, and policies
  • Impact the development and enhancement of Content maintenance processes, methodologies, systems, and tools needed to meet the companies’ objectives, including the identification of inefficiencies or deficiencies in this area
  • Identify, communicate, and prevent potential program issues before they occur, and work with Senior Management to develop risk mitigation and management plans
  • Identify Content program dependencies requiring resolution from other Avalara Teams (i.e. Content Engineering, Support, Knowledge & Learning, Managed Returns, Product Management, etc.) and help drive resolution efforts
  • Capture key program requirements from respective teams and stakeholders and communicate dates and commitments across the Content organization as well as other program stakeholders
  • Work with Senior Management and other stakeholders to assess the scope, schedule, and resource impacts associated with Content projects
  • Proactively manage the accuracy, relevance, and quality of documentation for Content policies, processes, and procedures

Qualifications (absolute must haves walking in the door)

  • Strong communication skills, both written and verbal
  • Ability to work and adapt to a fast-paced, dynamic environment
  • Solid time management and organizational skills
  • Project or program experience or education preferred
  • Excellent logical and analytical skills
  • Proficient in Windows, MS Word, Excel, and Access
  • a B.S. degree in a technology or finance related discipline or willingness to continue with courses related to professional development in related field
  • 2-5 years indirect tax knowledge and experience