Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.
Location: Bangalore
Experience: 7-15 Years
Work Mode: Remote
Working hours: Eastern Time Zone (US Hours)
About the role
The Solution Delivery team at Ushur is responsible for driving adoption and value realization for Ushur customers. As Project Delivery Manager at Ushur, you will work in close partnership with our Solution Delivery team, Customer Success Team, and Customers to ensure that customer onboarding and use case delivery is successful and seamless. In addition to strong organizational skills, the ideal candidate will have a customer-centric focus and thrive in a fast-paced environment.
Responsibilities
● Manage projects end-to-end for our Strategic and Enterprise customers including kickoff, requirements-gathering, project planning, risk and stakeholder management, milestone tracking, launch, and post-go-live support
● Effectively manage escalations and scope change and implementation of multi-phased projects including monitoring project quality, timeline, hours allocation, risk, and performance
● Serve as the single point of contact for customers to manage all project responsibilities
● Coordinate and lead daily stand-ups as well as weekly and monthly status meetings with Customer Business and Technology stakeholders
● Engage with senior internal and external stakeholders (e.g., Vice President, Directors, and Product Managers) as a peer, providing subject matter expertise
● Track and manage projects and delivery performance, focusing on customer satisfaction, measurable outcomes, and high quality
● Manage multiple programs and projects end-to-end using the appropriate project management framework and methodology
Requirements
● 7+ years of relevant work experience
● Experience in managing SaaS projects with a strong command of project management such as phasing, milestone tracking, and driving the customer experience towards successful launch
● Experience building playbooks, executing against playbook milestones, and project tasks created to improve delivery efficiency and productivity
● Ability to successfully deliver multiple complex projects simultaneously with strong attention to detail
● Executive-level interpersonal, project management, writing, communication, and problem-solving skills
● Strong understanding of API connections, carrier integrations, SQL queries, and data transformation as well as technical expertise in reading JSON files
● Able to work and communicate effectively with both technical and business stakeholders
● Core project management skills, including financial management, project planning, scheduling, reporting, resource management, senior stakeholder communications, and risk management
● Undergraduate technical degree
● PMP and/or Agile Certifications or equivalent project management experience
Benefits
● Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work!
● Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!
● Rest and Relaxation. 20 days of flexible leaves per year, quarterly Wellness Friday (aka a day off to care for yourself) and more!
● Health Benefits. Preventive health checkups, Medical Insurance covering the dependents, wellness sessions, and health talks at the office
● Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Certification courses are reimbursed. Ushur Community offers wide resources for our employees to learn and grow.
● Flexible Work. In-office or hybrid working model, depending on position and location. We seek to create an environment for all our employees where they can thrive in both their profession and personal life.
