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Title:  USA-Project Manager II Customer Experience

Requisition Id:  3771
Job Function:  Customer Experience
Career Area:  Customer Service
Posting Location: 
Position Purpose:

Are you looking to kickstart your career? Maybe you’re rejoining the workforce or seeking a career change? Stericycle is hiring now! We, as an essential business, are on the front lines as supporting the healthcare industry during the COVID-19 pandemic. This means that, in addition to our generous benefits, our team members enjoy better job stability and opportunities for advancement.  We’ve also updated our policies and training to ensure that all of our team members can safely serve our customers. We protect what matters.


This position is responsible for managing specific Customer Experience projects through requirements definition, planning and implementation. This role has direct responsibility for working with the business owners as needed to improve customer resolution and thereby improve loyalty and intermediate these requests with Stericycle's technical teams.

Key Job Activities:

1) Under the leadership of the Customer Experience Technology Director, this position is responsible for designing optimal experiences for customers, to continuously improve their experience across all channels (web, IVR, mobile, social etc.) and across all stages of the customer relationship lifecycle.

2) Completes departmental projects as required to improve customer outcomes and operational efficiency.

3) Works with cross-functional teams to define and scope Customer Experience projects including the deployment of processes to ensure consistent, exceptional customer service.

4) Effectively creates and communicates concepts, design rationale and findings to the organization.

5) Works with business team members to identify requirements. Provides requirements to technical development resources to translate into technical designs. Creates clear and consistent documentation.

6) Assists in defining features and functions for specific projects, as required by project needs. Pulls in subject matter experts to address issues, as needed.

7) Meets with business sponsors on a regular basis to communicate project progress and discuss issues. Resolves issues with the appropriate level of management.

8) Supports the solution of production issues in the Stericycle’s Customer Experience environment dealing with internal teams and external vendors when necessary.

Required Education: in Bachelors or Equivalent
Experience (North America & LATAM):

Must have 2 years of project management experience

Knowledge of the healthcare industry is preferred.

Knowledge of IT or PMP certification is preferred.

Certifications and/or Licenses:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.