The Role

As the Director of Project Management and Client Services you will spearhead and assist in overseeing the project management, client services, and delivery operations for Mind Over Machines, ensuring efficiency and smooth workflow. It is your duty to help streamline service roadmaps, set goals and guidelines, manage project budget and schedules, coordinate project managers, business analysts and anyone else involved in getting a project complete for a customer, and develop strategies to optimize those operations. You may also liaise with internal and external parties, building positive relationships with them to support current and future business growth. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while enforcing the company's policies and regulations, developing new ones when necessary.

Who You Are

• You are a collaborator  
• You are obsessed with our clients and their needs  
• You are a constant learner who loves the craft of application design and development  
• You are a “we” person  
• You are hungry to help Mind Over Machines grow into the best version of itself  
• You help clients and Mind Over Machines understand and achieve business goals  

Responsibilities

• Review and research current state processes; recommends enhancement, modernization and/or automation 
• Interact with clients and build relationships with them while ensuring their needs are being met
• Partner with lines of business and technology teams to make recommendations for future state 
• Become the business subject matter expert, experienced in business analysis and requirements gathering  
• Participate in process design and project implementation teams in process improvement activities  
• Ownership of client business readiness activities
• - Business objectives and goals around project
• - Client success throughout the entire life of the relationship
• - Client stories and outcomes
• - Assess readiness for change
• - Develop and implement communication plan
• - Define project roles and responsibilities
• - What training and development is needed once project is complete?
• - What governance is needed?
• - Testing/QA/Validation
• Diagnose process improvement opportunities and develop solutions using principles of process excellence and related tools
• Develop and support the delivery of information to assist tactical and strategic programs
• Design scalable business systems and support their implementation  
• Establish tracking metrics and standards documentation for adoption and audit 
• Coordinate and obtain access to data and identify technical resources for project support
• Proactively troubleshoot for the best solution given the strategic direction of the division  
• Oversee a team of client & delivery services and ensure they are providing an exceptional client experience
• Mastermind creative ways to deliver an exceptional client experience
• Develop and oversee the implementation of client service protocols
• Resolve complex client problems or disputes in a professional manner
• Coach and support team members to help them meet departmental goals
• Keep records and documentation of client interactions for training purposes
• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement

Skills We Need From You 

• Excellent process management and problem-solving skills
• Prior consulting experience and extensive experience of process analysis and design
• Thorough knowledge of Agile methodology preferred
• Strong knowledge in Microsoft Technologies
• Strong organizational and analytical skills. Excellent verbal and written communication skills
• Ability to effectively manage multiple tasks simultaneously
• Strong communication (oral and written) and consultative skills
• Independently evaluates business system needs and requirements and recommends and implements solutions
• Works on high priority projects where business problems are complex or unique
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Exercises judgment requiring more in-depth knowledge using generally defined practices and policies in selecting methods and techniques for obtaining solutions
• Lean Six Sigma certification or BPM certification is preferred but not required
• Technical knowledge of major business system platforms (ERP, CRM, BI, HRIS, etc.)

Education & Mindset

• Must have a hungry mind to learn and explore new ideas! (CRITICAL)
• Must have ability to be mindful in fast paced situations! 
• Must have a proven track record of successful products from concept to implementation. 
• Must have a drive to thrive in an entrepreneurial business where you own your ideas and have the autonomy to make them a reality.