Healthcare is undergoing tremendous change and transition, and Kaiser Permanente (KP) is set to meet these challenges. Within KP, Information Technology is moving to a model that brings our focus and methods closer to those of our business partners and common systems across the enterprise. KP's Contact Center Strategy (CCS) is defining the future state for its major member facing contact centers. KP's CCS establishes and deploys standard technology platforms across contact centers, allowing seamless call routing based on unique member needs, greater efficiency in handling peak call volume, and better preparation for disaster recovery. The execution of KP's CCS will not only help KP better serve its customers, it will also provide an improved work environment in its contact centers through the development of common processes and industry standard capabilities.
The Contact Center Strategy Center of Excellence (CCS CoE) within the Health Plan Business Information Offices of Kaiser Permanente's Information Technology division (KPIT) is seeking an exceptional Project Manager Consultant Specialists to lead multiple tracks within the CCS Mega Program. This role will lead the delivery of large, complex, multi-year technology projects from design through deployment of telephony infrastructure and associated systems, and desktop applications such as Customer Relationship Management (CRM)/Business Process Management (BPM) applications, information repository, etc. The Project Manager Consultant Specialist will lead teams comprised of solution consultants, subject matter experts, other KPIT supplier groups and external vendors to provide enterprise contact center telephony infrastructure services such as intelligent routing, the virtualization of multiple call centers (load balancing), multi-channel access, computer telephony integration, comprehensive reporting and analytics, telephonic (IVR) and web self-service, quality assurance, workforce management and common/intelligent desktop applications. This position reports to Contact Center Strategy's Director of Delivery.
A minimum of 30% travel is required.
Job Responsibilities:
Manage projects with standard program/project methodologies, tools, and processes to drive successful delivery of the CCS program
Utilize appropriate Systems Development Life Cycle (SDLC) methodology including definition of program phases, associated deliverables, etc. to ensure successful implementation of this program
Develop and manage program plans/schedules, delivery scope, budget and resource plans
Work with each of the program and project managers, vendors, internal teams, and management to ensure overall program is progressing as scheduled keeping approved scope, timeline and budget intact
Track and manage risks and issues
Report program/project performance metrics and budgets, effectively communicate status, recommend actions and determine priorities with the Business and IT Leadership
Provide status, escalations, key change management affecting scope, budget and timeline, etc.
Qualifications:
BASIC/MINIMUN QUALIFICATIONS
Bachelor's degree or 4 years of equivalent work experience.
8 years project management experience directing the full spectrum of IT development and implementation of highly complex, large scale, multi-location, multi-year corporate IT initiatives
Strong written and oral communications skills
Experience and a thorough understanding of complex Contact Center Infrastructure, technologies, associated applications and practices
Experience in the Healthcare environment covering Health Plan and Care Delivery portion of the business
Ability to successfully navigate through large and complex organization
Strong relationship management skills
Strong customer focus with a demonstrated ability to work seamlessly with geographically dispersed business sponsors and technologists
Experienced in incorprating organizational change management (communications, training, change adoption) concepts to lead the team for a successful program delivery
Experience in managing System Integrators through fix bid consulting agreements
Experience in managing multi disciplined, large teams with project and support responsibilities
PREFERRED QUALIFICATIONS
PMP Certification preferred
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.