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Job Description

Job Description

Manager Contact Center Business Initiatives

Job ID 1229813BR Date posted 07/12/2017 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

Contact Center Business Initiatives Manager is primarily responsible for managing teams that execute identified functional projects. Contact Center Business Initiatives Manager is 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.

Key outcomes of this role include:

1.Creating clear and attainable project objectives, effectively planning project resources and delivering to planned cost, time, and scope.

2.Using applicable Project Management Methodology to conduct work across the project life cycle phases including planning, designing, building and testing, preparing, deploying, and follow-up.

To accomplish this, the Manager Contact Center Business Initiatives must have knowledge of project plans, schedules, status reporting, resource forecasts, and risk mitigation.

The Manager Contact Center Business Initiatives works closely with Contact Center leadership and stakeholders in order to define scope and take on management of key initiatives.

Essential Responsibilities:

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; developing scope or content suggestions for initiatives and presenting to the Contact Center leadership team for approval; representing 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; working independently, with limited direction, to achieve defined end results;tracking key measures such as on-time and on-budget project completion, and maintaining standardization across Contact Center and Enterprise business areas for benefits for key projects and initiatives; developing and maintaining an in-depth knowledge of Lowe’s functional systems’ capabilities and business processes for assigned efforts; providing functional guidance and direction to project resources and Business Subject Matter Experts for assigned initiatives

Supports change management within each assignment by developing and executing the change management strategy; involving key stakeholders; implementing corporate change management methods as required to ensure realization; providing Business Area leadership with timely updates and recommendations; coordinating system and process development training needs

Coordinates stakeholders to ensure realization of initiatives by working closely with IT to ensure timely implementation and rollout 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; maintaining responsibility for coordinating business resources for UAT and partnering with IT to manage the overall UAT process; working closely with all shared services program resources to ensure timely implementation and rollout of assigned components of the program plan; negotiating with business areas to identify and obtain commitment for user participation in all required phases of the development of new systems capabilities to ensure successful deployment; providing the Contact Center leadership team resource estimates and progress updates; communicating with functional stakeholders on any business area requirements hand-offs and progress updates; collaborating as a team member/leader any progress updates and resources solicitations to Functional VPs, Directors, Managers, and SMEs; collaborating on project management best practices with Enterprise BPM (Business Process Management); interacting with Enterprise Support areas (e.g., IT, FP&A, Legal, HR, etc.) to solicit resources and collaborate as team member/leader

Core Responsibilities:

Seeks performance feedback from direct supervisor, peers, and team members ; pursues self-development opportunities; encourages others to have open dialogue and to share ideas; handles competing demands and new responsibilities effectively; provides feedback to others, including upward feedback to leadership; takes actions and makes decisions that demonstrate a focus on team members’ well-being and success before own success; coaches and mentors junior team members; sets an example for others by adapting quickly and effectively to work challenges and organizational change; recognizes and celebrates good work of others

Leads projects and/or oversees business processes in 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; proactively identifies and capitalizes on opportunities to improve work plans, processes, and tools; coordinates and delegates resources to accomplish project goals; focuses on work that supports the Lowe’s Purpose and helps others understand the link between their work and the Purpose; escalates high priority issues or risks when appropriate

Required Minimum Qualifications:

Bachelor's degree in Business Administration, Computer Science, Management Information Systems (MIS) or related field and 4+ years of project management experience OR 6+ years project management experience

2+ years of experience working on project(s) involving the implementation of project life cycle methodologies (e.g., SDLC, process management, organizational change)

2+ years of experience leading project teams

Preferred Qualifications:

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

2+ years of business experience

2+ years of experience in project planning and coordination for large or complex projects

1+ year(s) experience managing operational or project financial budgets

1+ year(s) business or IT consulting experience

1+ year(s) experience working on projects or programs requiring the integration of cross-functional technology and/or business solutions

1+ year(s) of experience using formal business process improvement methodologies

Formal training in change management methodology (e.g., Conner)


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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