Subject Matter Expert
Core
Operational expert supporting Implementation Project Managers with complex projects, exceptions, and escalations to ensure process adherence and successful delivery.
Role type
Senior IC operations/project management specialist
Builds
Implementation projects and case resolutions for enterprise clients
Domain
IT services / Business process operations
Required skills
Project execution, escalation management, queue management, process compliance, operational metrics analysis, continuous improvement, problem-solving, stakeholder management
Preferred skills
CRM usage, case management tools, project tracking tools
Responsibilities
Provide subject matter expertise and guidance to IPMs on complex implementations; Manage and prioritize project and case queues; Monitor KPIs (CSAT, Cycle Time, order accuracy) and identify risks; Review customer dissatisfaction cases and drive corrective actions; Collaborate with cross-functional teams to resolve blockers; Deliver coaching and process guidance to IPMs.