Technical Project Manager (100% Remote) in Manila, Philippines

Overview

The Project Manager is responsible for the maintenance and support services for all our clients. This is a Jr. Project Management role that focuses on website management, updates, support requests, and SLAs. The role utilizes a Kanban style management board with a growing set of existing clients. This role is accountable for their department’s resource management and client requests. This is a Jr Project Management position, and some on-the-job training is provided. There are opportunities for advancement.

Qualifications

• Atleast 5 years Experience with Wordpress and/or Drupal Content Management.

• Some project management experience.

• Strong customer service-oriented and product-oriented mindset.

• Impeccable communication skills.

• Empathetic and compassionate with people.

• Organized and motivated.

• Ethical and trustworthy.

• Ability to effectively self-QA your work and others work.

• Ability to take initiative and be proactive with workload.

• Ability to take, give, and discuss constructive criticism.

• Strong rational thinking, logic and critical reasoning, and analytical problem solving skills are a must.

• A sense of humor.

Responsibilities

• Customer service. Nothing else is more important than ensuring our customers have the best possible experience. As such, we expect our Support Manager to be intelligent, empathetic, and compassionate communicators.

• Work with each site’s CMS to perform content updates based on client requests.

• Investigate technical issues reported by clients or other team members.

• Support requests should receive a human response within 2 hours of receipt.

• Client support service oversight and management:

• Managing support requests with the technical team.

• Total task, ticket, and project ownership, from opening to closing.

• Identify and manage Billable vs non-Billable support tasks.

• Review and manage project documentation for accuracy and completeness.

• Demonstrates understanding of Project Management processes, strategies and methods.

• Account management for support clients:

• Achieve Project Objectives as laid out in Approved Proposals and Tickets .

• Plan Ticket/Project scope and Keep Approved Proposals and Tickets within scope.

• Effectively uses organization resources for managing Projects and Support.

• Project Planning: Analyze, plan and develop requirements and standards in reference to billable projects.

• Gather and Manage Assets from Clients.

• Gather and Manage Assets from Team.

• Review project documentation for accuracy and completeness.

• Demonstrate understanding of Project Management processes, strategies and methods.

• Enforce team standards of time logging, communication, and performance.

• QA work before presentation to clients.

Communication and Standards

• Available to co-workers and clients during regular business hours, 9 am to 5 pm CST.

• Effectively lead team throughout project and task lifecycle to achieve outlined objectives.

• Weekly/monthly/quarterly updates with clients with ongoing projects; detailed, scheduled reports on measurable items, such as milestones and deliverables.

• Attend regular technical team meetings to determine progress and address any questions or challenges regarding projects.

• Work with Technical Leads and Architects to determine outcome based scope as needed.

• Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives.

• Enforce team communication standards with ticket descriptions, comments, handoff meetings, chat, phone and acceptance criteria.

• Be empathetic and compassionate with people.

• Ability to take initiative and be proactive with workload.

• Ability to take, give, and discuss constructive criticism.

• Ethical and trustworthy.