Technical Project Manager

What we do: AI Service Management (AISM) 

There are many examples of disruption in the consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? Aisera helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world’s first AISM solution for IT, HR, Customer Service, Facilities, and IT/Cloud Operations. With Aisera, organizations can provide a personalized and proactive experience for users by automating the resolution of tasks and actions.

The Role

At Aisera, we’re building a world-class Customer Success team, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. As TPM, you will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible with cutting-edge Conversational AI. Your job is to serve as the voice of the customer and do whatever it takes to assure they achieve their desired business outcomes with high satisfaction.

You’ll be expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbound growth opportunities.

What You'll Do:

• Ability to communicate effectively, both verbally and in writing, to interact effectively with management, software development and test teams, and infrastructure teams, and with our customers
• You have strong negotiation/facilitation skills with an ability to gain consensus 
• Ability to consult, facilitate and manage expectations with leadership, IT teams and  with customers
• You have the ability to translate and communicate a customer's strategic opportunities into requirements for the technical teams
• Ability to facilitate solutions in a complex IT technology and business environment and able to adapt quickly to change
• Ability to manage customer expectations throughout the program implementation and delivery process
• Formal knowledge of Program and Project management principles, processes, and tools
• Work with leadership to prioritize and scope work with completion dates and then defining the phases and timing leading up to each deployment
• Works with other teams to monitor projects across phases by employing appropriate metrics and management reporting
• Runs daily status review meetings to indicate the health of the projects; works with engineering, QA and management teams to detect and mitigate risks
• Own and collaborate on onboarding projects and different customer initiatives from initiation to production
• Report on the status of projects internally and externally
• Create and run cross-functional processes including: Project planning, Timeline & task tracking, resource assignment, change management, and Issue & Risk management
• Build trusted relationships with external partners as well as internal product and engineering teams that you’ll work with directly
• Develop a deep understanding of our products, our technologies, and our partners, and use that knowledge to power your cross-functional work
• Identify process gaps in how we operate as an organization, and work with leadership to course-correct & streamline our internal delivery processes
• Lead and influence a cross functional team to ensure the team delivers products that meet business requirements/needs and delivers business and operational value to customers

What You’ll Need:

• Bachelor’s or higher degree in computer science, engineering, CIS or related technical field
• 5+ years professional experience in technical project management
• PMP, Scrum Master, Product Owner certifications preferred
• Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
• Extreme follow-through ability. You set the bar on ensuring things don't get dropped.
• Willingness to get in the weeds and make things happen
• A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment
• Strong cross-functional and creative collaboration skills, and willingness to act as project contributor, problem solve with stakeholders to address business problems, and go beyond task and status management
  

Aisera Benefits

Medical, dental, and vision benefits

Holidays and flexible PTO

Paid family leave

401(k) plan

Stock Options

Employment Assistance Program