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Job Description
- Collaborate effectively with SPS teams, marketing, subject matter experts (SMEs) and others on the SPS Support team to develop technical training, knowledgebase content, and ensure completion of key operational readiness requirements for the migration of Souq to Amazon.
- Manage multiple projects and programs concurrently
- Leverage rapid, agile development techniques
- Leading and influencing others effectively to achieve cross-functional alignment on goals and successful product/service launch execution
- Perform needs analyses using available data and evaluate program results to continuously improve readiness and the customer experience with support on new services and features
- Provide regular updates on migration milestones
- Establish processes, tools, and tracking/reporting mechanisms to streamline and simplify launch preparations and readiness.
Job Requirements
Basic Qualifications
The ideal candidate will be passionate about the growth and success of SPS Support employees and our customers, particularly as it relates to managing change planning and operational readiness. Candidates will have experience in supporting product and service launches, managing projects/programs, and working with customer support teams.
Candidates will also have the following attributes and qualifications:
- Excellent communication skills and the ability to gain support for programs and initiatives
- The ability to create, review and edit content for the purpose of knowledge transfer and skill development; this includes skill in collaborating with subject matter experts and product managers to ensure effective content
- Demonstrated experience in project management tool set, including project planning, risk mitigation, resource analysis
- Demonstrated experience in process documentation, improvement and implementation
- Operational experience in contact center environment
- Excellent time management and organizational skills
- Fully bilingual Arabic/English
Preferred Qualifications
- Five or more years of experience managing projects/programs and supporting change planning or similar roles
- An undergraduate degree in a technical degree or communication, education or related field.
- Experience with technical customer service organizations
- PMP, Prince2 or Six Sigma certification