Project Management & Solution Design

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the
following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as
Business and Shared Services. Around 9,000 associates provide and optimize customers’ business
processes in approximately 40 languages. Visit our website for more information at
www.boschservicesolutions.com. OEM.

The Project Manager (PjM) is responsible for leading all the implementations activities of local and global BPO projects, with special focus in the emergency and mobility services projects for the American market, from the moment the project is approved and assigned, until the time of complete delivery of the project. This individual must obtain an in-depth knowledge based on experience, of Monitoring services (Security, IoT, etc), Customer Experience services (Customer interaction centers) and specifically of Emergency and Mobility Services and protocols (eCall, SVT, etc.) in the US and abroad.

The primary responsibility will be supporting the successful identification of the project, requirements gathering support and definition, then initiation, planning and execution of all the type of services described above, with special focus in Emergency and mobility services projects within our shared services organization and stakeholder groups.

While applying PMI methodologies and techniques, the PjM, will develop large scale project plans, milestones, and engage by leading the project team and resources to drive predictable behaviors in terms of the project lifecycle, established & required processes, and outcomes. Accomplishing all project objectives while complying with the Emergency and mobility services standards and protocols, on time, on budget, and according to customer and the project contract and statement of Work (SOW) specifications and requirements.

The Sr. Project Manager is responsible for initiating, planning, monitoring and controlling the project & project scope, stakeholders management, team development, risk assessments and contingencies plans, in order to meet the project expectations, quality and customer satisfaction.

The Project Manager (PjM) role is a trusted advisor to client-project leadership within the assigned accounts. The PjM actively drives communications with leadership within the Bosch SO and the client to help our customers achieve their objectives. The PjM provides relevant, clear, and prescriptive advice, grounded in relevant experience, to continuously drive these projects through to successful completion.

This position requires a highly experienced individual in the local and global environment of BPO Services and  Emergency all center services and processes set up and successful launching. This individual must possess strong process and project management skills who will need to coordinate global relationships across multiple functional areas, third party providers, and regional constituencies.

• Project and/or Program Management experience, with a clear understanding of a typical lifecycle of a project
• Project Management and development experience, Project Management fundamentals PMI-PMP Industry-specific certification
• Deep knowledge and experience in the implementation of BPO projects.
• 2-3 years’ experience overseeing and managing daily operations of Emergency Call Center Experience and interacting with team members, PSAPs, Police and EMS in real life emergencies scenarios
• 3-4 years’ experience leading local and global emergency services and mobility projects implementations
• 1-3 years developing and working with cross-functional global project team
• 2-4 years working with offshore development organizations
• Project Leadership experience and is a proven effective projects leader
• Fluent in the utilization of emergency reception/dispatching platforms and technology
• Familiar with call center tools (Communication Platform, Call flow design, Workforce planning, Quality evaluation tools, scheduling, reporting, etc.)
• Ability to act independently and decisively; ability to “thinks on her/his feet”
• Demonstrated English language skills and USA cultural knowledge, well-rounded culturally and in the different business and corporate environments
• Excellent communication (written, oral and presentation) and interpersonal skills in both, English, and Spanish. Excellent written and verbal communication skills in each language
• Ability to travel up to 75%+ both within the US and Internationally based on client requirements and demands
• Experienced in project management of complex, cross-functional, and global projects
• Strong executive presence and demonstrated ability to build, extend and maintain senior client relationships with executive steering committee members
• Exceptional communication, team building and mentoring skills
• Experience evaluating business processes and providing advice on ways to effectively streamline business processes and efficiencies (i.e., PMI, Lean Six Sigma)
• Experience in large-scale, cross functional transformation initiatives
• Experience in analysis of operational data to support business decisions and proven process management experience - inclusive of process design and system optimization in Emergency and Mobility Services
• Experience managing Call Center Metrics and achieving service level goals
• Proficiency with Excel, Word, Microsoft Outlook Email and navigating web-based platforms, including JIRA, MS Projects, One-Pint Project, and other project management tools
• Excellent interpersonal, team building, and organizational skills
• Knowledge of important elements of project management, i.e., the project description, the project span, quality, needed resources, possible risk, relevant regulations and guidelines, MVPs, most viable options, relevant tools, and methods available for execution
• Proficiency in analyzing and solving problems related to projects
• Ability to be proactive and independent, and to be interdependent on the team
• Adherence to project specifications, as well as to the regulatory body guidelines for the project

Excellent time management, organizational and interpersonal skills are required.  Strong communication skills including verbal and written as well as presentation skills are necessary.  Must be able to excel in a team environment.  Strong computer skills in Outlook, Word, and Excel are required.  MS Project is a plus.  Familiarity with ISO, QFD, FMEA and other quality processes a plus.

By choice, we are committed to a diverse workforce - EOE/Protected Veteran/Disabled.