Digital Projects Project Manager

The Digital Project Manager will be responsible for driving complex, high priority, projects, or component phases of larger programs, using industry best practices, methodologies, and frameworks. Accountable for delivering projects on time, within budget, and within scope. Required to lead and coordinate cross-functional, cross-departmental, cross-company teams that are responsible for all aspects of a project, from initiation to closure. Must be able to handle multiple projects and assignments concurrently. Assignments will be strategic in nature, requiring post-holder to exercise creativity, flexibility, self-motivation, and initiative while conceptualizing the organization’s vision. Will develop and execute all deliverables, budget, and reporting as required by credit union procedure and project management framework. Responsible for architecting solutions; will plan and design the technical flow for new products and services. Shape the future of digital financial technologies to craft new opportunities aligned to credit union strategy.

1. Responsible for driving projects using proper project management processes.

a. Position will be required to develop project management plans that effectively outline project scope, goals, budget, timeline, and deliverables for keeping project on track according to the credit union project management framework.
b. Required to create and maintain all project management documentation for assigned projects.
c. Position requires the ability to embrace change and quickly adapt to new situations, changes in direction, and altering priorities. Frequently required to demonstrate critical thinking, providing options and recommendations relating to resolving issues, mitigating risks, and resolving escalated items.
d. Perform risk mitigation planning and manage stakeholder expectations.
e. Facilitates meetings that drive projects and lead project team in brainstorming, root cause analysis, or similar problem-solving techniques to assist in resolving issues, architecting solutions, or defining process improvements.
f. Support the Product Development Life Cycle (PDLC) as a steward for compliance/ governance and as a custodian of metrics for the development teams to show the health of projects
g. Manage projects proactively and assertively, ensuring goals and milestones are met by rigorous follow through, clear thinking, and being unafraid to ask challenging questions.
h. Works effectively with the project team in each area of the credit union management framework to ensure that all necessary IT standards are identified and met.

2. Responsible for project coordination and communication.

a. Coordinates with vendors, project teams and America First management and senior management personnel for development and implementation of digital services.
b. Works with management to ensure that evolving project scope continually fits the needs of the credit union and are secure and user friendly.
c. Help determines whether the nature of the project requires that it be presented to the Steering Committee for approval.
d. Schedules the project to be presented to the Steering Committee and adds it to the agenda as needed.
e. Keeps management and senior management informed of significant problems and of progress attained in reaching established project objectives.
f. Assists and supports other members of management as needed.
g. Attends and participates in other meetings and committees as required.

3. User Experience and Solutions Architecture.

a. Assumes responsibility for direction of testing with quality.
b. Directs Digital Testing to develop and implement testing plans, and procedures which increases the number of members served, the quality of service and the quality of the product.
c. Continually evaluates established systems and processes and recommends updates or modifies them as necessary. Ensures that services are in line with evolving industry trends and quality user experience.
d. Design solution architecture that achieves project scope while maintaining secure and efficient quality deliverables.
e. Works with subject-matter expert to understand the organization’s vision for a product or service and generate a plan to develop it.

4. Responsible for providing support for digital services.

a. Ensures that members are well served in accessing online resources and troubleshooting account problems. Provides information, answers questions, and tracks and resolves problems promptly.
b. Identifies opportunities to improve user satisfaction.
c. Maintains supportive relationships with front-line staff to ensure that their needs are met.
d. Provides branch and department training and support of digital services.
e. Problem solve and troubleshoot issues with services impacting groups of users or individuals.
f. Work with other groups within the organization to build solutions that are extensible.

5. Responsible for digital services incident management and on-call.

a. Responsible for being on-call to monitor and respond to issues or problems impacting digital products and services. Offers support as necessary to other credit union areas that are impacted by errors our outages.
b. First point of contact when incidents arise.
c. Responsible for identifying issues, error origination and helps identify necessary resources to troubleshoot.
d. Organizes meetings, phone calls and conversations that facilitate identification and resolution of the issue.
e. Responsible for consistent communication of on-going issue.
f. Manages after-action meetings or actions as necessary.
g. Writes or communicates after-action root-cause analysis and solution to all affected parties.
h. Documents outages, downtime, and root-cause.

6. Assumes responsibility for related duties as required or assigned.

a. Keeps work area clean, secure, and well-maintained.
b. Completes special projects as assigned.
c. Stays current on the latest trends in on-line service technology and product testing.

Training/Education/Certification:

• Bachelor’s degree in Project Management or an Information Systems & Technology-related discipline.
• PMP and/or PMI-ACP Certification, Certified Scrum Master.
• Recommended:
• ITIL v4 Certification.
• Experienced with traditional and agile-based frameworks.
• Experienced with Software Delivery Lifecycle (SDLC).
• Experienced with MS Office, MS Project, Atlassian Jira, and Confluence, ServiceNOW, Smartsheet.
• Experienced facilitator and communicator with matrixed teams, non-technical audiences, and vertical organization.
• Experienced in partnering and collaborating with vendors, ensuring contracted deliverables are provided on-time and within design.

Required Knowledge:

• Understanding of Credit Union operations and project needs.
• Knowledge of commonly used concepts, practices, and procedures within the Project Management discipline.
• Knowledge of business software applications.
• In-depth knowledge of Information Technology.

Experience Required:

• 5 or more years experience in field or related area.
• Prior experience managing technical projects is recommended.

Skills/Abilities:

• Strong analytical and problem-solving skills.
• Develop and design technical solutions that achieve the overall vision of the project.
• Well-organized.
• Communicate effectively verbally and in written form, with excellent time management skills.
• Works collaboratively with product owners, architects, engineers, developers, SMEs, and analysts.
• Skilled at conflict resolution.
• Develop project vision, provide clear objectives, and effectively plan to meet those objectives.
• Develop and provide project status reports.
• Develop project execution templates (i.e., repeatable models, kick-offs, due-diligence checklists, stakeholder schedules, etc.).
• Develop Governance and Communications Models.
• Collaborate with all required AFCU departments, both IT and non-IT, to identify, coordinate, and prioritize resources and work.
• Facilitate and document requirements gathering and manages project scope.
• Monitor overall performance, ensure team or individual work products are completed, sprints are progressing effectively, and project cadence is continually energized.
• Manage, analyze, resolve, mitigate, and document unexpected changes, issues, and risks – eliminate blockers.
• Manage multiple projects and priorities simultaneously.
• Ability to assist others.
• Able to use PC and terminal keyboards, various computer hardware.