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Job Description

Job Description

Manager CC Bus Initiatives

Job ID 1433900BR Date posted 07/25/2018 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Ctr Operations Supp

The Contact Center Business Initiative Manager is primarily responsible for managing teams that execute identified functional projects. This is a Project Management position responsible for engaging with enterprise (COO, CCO, shared services) and internal Contact Center functions to drive successful delivery of projects with business process changes across the organization. This position is also responsible for engaging with IT in a project capacity and for driving the successful delivery of projects with IT work streams.


  • Manages Contact Center projects by building and maintaining project plans by identifying issues and opportunities, forming hypotheses, designing and conducting analysis, synthesizing conclusions and co-creating concrete plans to help implement change
  • Represents the users and user’s needs throughout the lifecycle of a project implementation while considering current as well as future Function and Enterprise needs, where known, in all project engagements
  • Coordinates stakeholders to ensure the realization of initiatives by working closely with IT to ensure timely implementation and roll-out of systems development projects including appropriate UAT (User Acceptance Testing) design and management, and ensures that all appropriate IT project activities are defined and appropriately assigned for accountability
  • Leads projects and/or oversees business processes in a specific business area; applies deep expertise to solve complex problems, sharing ideas and recommendations supported by data; collaborates with others internally, externally and cross-functionally to solve business problems; determines and uses appropriate methodologies and processes for completing work; develops work plans to meet business priorities and deadlines
  • Identifies and capitalizes on opportunities to improve work plans, processes, and tools; coordinates and delegates resources to accomplish project goals

Required Qualifications:

  • Bachelor's Degree in Business Administration, Computer Science, Management Information Systems (MIS) and 4 years Project Management Experience OR 6 years Project Management Experience

Preferred Qualifications:

  • Project Management Professional (PMP) or other project/program management certification

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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