Subject Matter Expert
Core
Primary 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 queues for enterprise clients
Domain
IT Services / Business Process Outsourcing
Required skills
Project execution, Escalation management, Queue management, Process compliance, Operational metrics analysis, Continuous improvement, Stakeholder collaboration, Coaching
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, etc.) 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.