Project Manager - Passenger Care

ViaSat - Austin, TX3.8

Full-time
Bigger challenges. Bolder ideas. Global impact. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.

We’re growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

As Project Manager, you will plan, coordinate and lead efforts associated with the onboarding of airlines for the purpose of providing an exceptional customer service experience for the airline’s customers. You will utilize both internal and external resources to complete strategic milestones in order to meet and exceed expected deliverables. As you assure projects are completed on time and required deliverables received, you will cover all aspects of implementation and sustainment to include: requirement gathering, solution implementation, process creation, construction of policy and technical reference material, produce training material, tracking of progress, and testing of finished solution. You are to manage and track interaction volume, interaction quality, and be a key player in managing escalations. You are to use Lean principles to reduce support costs and reduce revenue leakage by way of adoption by being a dependable and critical piece of the feedback cycle.

Your objective? Assist in taking what is generally a cost center and turn it upside down. You are to aggressively continue the process of transforming Passenger Care into an exceptional support delivery team that has the necessary tools to deliver fast, efficient solutions via Live Agent, Email, Phone, Social Media, Self-Care as well as the use of various emerging technologies. You are to create a competitive advantage for Viasat in the Inflight connectivity marketplace by reshaping how business does CARE.

Responsibilities

Create recognizable business value for Viasat account management, customer success, and technical support teams building positive relationships with your demonstrated product knowledge
Identify opportunities for growth and accelerate adoption of new solutions by helping prioritize projects and support activities using directly sourced data from customers.
Be the customer's voice and provide feedback to internal teams on how we can better serve our customers
Collaborate with internal teams from intake through delivery to translate customer business and technical challenges into solutions
Develop and maintain close relationships with key management sponsors within Viasat and the airline, becoming a trusted advisor
Maintain regular communication with internal and external stakeholders to ensure individual components that make up the program are successfully managed
Ensure on-time delivery of required capabilities
Manage weekly and monthly calls with the Call Center and internal stakeholders, follow up on action items and communicate open issues to impacted teams
Serves as the primary interface between Commercial Air and the Call Center
Play an active role with data and quality assurance analysts to shape BI output, gain insight only found in the details, and continually monitor and improve the team by addressing negative quality assurance findings
Address ongoing project related requests or escalations submitted by customers
Actively monitor and report on progress of projects to designated stakeholders
Requirements
2+ years of successful project management experience successfully delivering tangible customer support or service delivery results
2+ years cross functional business experience including business analysis, data analysis, IT solutions development, and business process analysis
Must have strong experience working with Salesforce.com Service Cloud that includes Reports, Dashboards, etc.
Strong experience in constructing business process flows, developing use cases and user stories, writing requirements and leading customer discussions
Working knowledge of IT software and application development methodologies
Ownership responsibilities in past roles, with a predisposition for action and willingness to get your hands dirty
Excellent planning and organizational skill sets
Analytical and solution focused tendencies
Adept in verbal and written communication. Processes the ability to effectively and efficiently drive points home when presenting to larger audiences.
Bachelor's Degree or equivalent experience
U.S. Citizenship
Ability to travel up to 30%
Preferences

Salesforce administration, configuration and implementation experience is highly desired
Experience with JIRA or other scheduling/tasking tools, Wikis, and SharePoint
Has or working towards a PMP or Six Sigma certification (Service Version preferred)