Project Manager

Tech Ops & Support Recife, PE

About Liferay
 
Liferay, Inc. is a uniquely profitable B2B enterprise software company with 1,200+ fiery-eyed employees all across Europe, the Americas, the Middle East, Asia, and Africa. As a renowned provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.  Liferay Experience Cloud is an all-in-one solution that unites our Liferay DXP and cloud platform capabilities with built-in analytics and B2B commerce functionality, reducing the time to market and allowing for accelerated innovation - serving notable customers across the globe such as Airbus, US Bank, Honda, and Desjardins. 
But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. We give our employees five days off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run.
About You and this Role
 
Supporting our customers 24/7 is not an easy task to do!  Our Support teams need an array of tools in their repertoire in order to get the job done and deliver exceptional service.  We build many systems and use different sources of documentation to accomplish our goal of customer success.  You would be taking on the task of ensuring our systems and documentation are efficient, intuitive and effective.
 
Key Objectives
 
Know and understand the current objectives and key results for Support and how our systems and operations are impacted or contribute to those goals
Help determine business priority, and value for projects with key stakeholders and leaders
Single point of contact for project accountability, planning and progress updates
Drive projects to completion by removing blockers and thinking both creatively yet meticulously through solutions or workarounds
Closely track the progress of projects and proactively communicate updates or delays to stakeholders
Define, gather and analyze project requirements and build them into project charters
Define success criteria and deliverables for projects and systems to verify or track the value they are creating for the Business
Ability to implement new processes/workflows with an eye towards change management principles and best-practices
Negotiate and collaborate with other Business Units towards our common goals
 
Required Qualifications
 
Experience in Project Management or Operations role
Bachelor’s Degree and/or equivalent experience/training
English fluency, both verbal and written, with the ability to help manage or develop customer documentation, training materials, presentations, and reports
Strong ability to comprehend, retain, and apply technical policies, procedures, and business rules
Ability to drive multiple concurrent projects and balance  demanding timeframes with a track record of delivering projects on-time, on-budget, on-purpose
Proficiency in interpersonal communication and negotiation within a distributed and intercultural environment 
Ability to build strong working relationships and network across various levels of an organization
High attention to detail with an eye for process and efficiency
Strong problem solving and analytical skills
Self-starter, proactive, with strong resolve
Flexibility for international calls/meetings on occasion
 
Preferred Qualifications
 
Experience working in an enterprise software/SaaS/PaaS environment
Experience with Project Management platforms (Jira, Trello, Asana, etc.)
Experience with administration of Service Management platforms (Zendesk, JSM, Salesforce Service Cloud, etc) 
Experience with Knowledge Management platforms (Zendesk Guide, Confluence, etc.)
Knowledge or experience with Self-Service or KCS (Knowledge Centered Service) methodology
 
What We Offer
 
Salary package w/ competitive benefits according to qualifications and experience
Opportunities to take responsibility and grow professionally
A positive and collaborative work culture
Check out what employees say about us on Glassdoor 
Working at a leading open source company
Equal Opportunities Employer - Statement
 
Liferay is committed to the equal treatment of all candidates, customers and employees and to fostering a culture of dignity at work. Our operating procedure provides for equal opportunities in recruitment and employment with the aim to eliminate discrimination against any job applicant or employee on the basis of race, age, sexual orientation, gender, religion or beliefs, marital or civil partnerships status, family or dependency status, disability, pregnancy and maternity or membership of a traveling community.
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