PMO Lead

2 weeks ago

Shanghai, Shanghai, China General Motors Full time
Job Description
  • Establish project management best practices and methodologies to drive alignment, consistency, and efficiency across cross-functional projects, and provide consultancy to other PMO team members as necessary.
  • Develop comprehensive project plans, including timelines, key milestones, target setting, task prioritization, and resource allocation, risk management strategies etc.
  • Track project progress, identify potential risks and issues, and implement mitigation strategies incl. escalation mechanisms to ensure successful project delivery.
  • Analyze root cause of identified risks, develop mitigation strategies; Monitor and manage risks throughout the project lifecycle; Implement contingency plans as needed.
  • Provide insights in industry benchmarks and best practices in the focused area as necessary, provide the framework and performance index for operation excellence, utilize the framework to track the operation data, identify potential risks, and come up with references for decision making, and raise suggestions in adaption and implementation.
  • Provide leadership and guidance to cross-functional teams, fostering collaboration, accountability, and transparency.
  • Drive cross-team alignment: establish a regular and clear communication mechanism, identify the key stakeholders and mobilize the relevant departments to discuss the delayed/risky items during product launch, and to develop the respective solution to the problems.
  • Proactively address stakeholder concerns and expectations, leveraging diplomacy and negotiation skills to drive consensus and resolve conflicts.
  • Oversee PMO approach on areas related to Data Analytics, Data Platform, Data Assets/Governance, etc.
  • Customer Satisfaction
  • Manage the customer satisfaction feedback touchpoints, collect and integrate the satisfaction rate, and feedback to the relevant department
  • Design the mechanism and processes in the cases of low satisfaction score and complaint to ensure the customer experience and track the cases
  • Manage all the user touchpoints to ensure the consistency of the message directing to the customers
  • Overall Satisfaction Management: Customer Satisfaction Mechanism - Design the methodology and the path to know the satisfaction status of the company and the brand, design the touchpoints for collection, diagnose the specific problem of the satisfaction and build improvement tools to make the improvement happen; Customer Satisfaction Governance: Establish a framework for tracking customer satisfaction, and improve customer satisfaction through analysis and projects
  • Satisfaction Feedback Integration: Design, build, and integrate customer feedback from various businesses: Integrate customer feedback from different channels and provide integrated feedback to the relevant department
  • Complaint Management: Complaint Management Mechanism - Design the mechanism and the process to communicate with the customer in case of customer complaint, and communicate with the retail stores and ASOs about the relevant mechanism; complete the tracking of the individual complaint cases; Complaint PDCA - Collect customer complaints from each touchpoint, analyze the root cause, and provide improvement plans

Qualifications:

  • BA degree in Business Administration, Computer Science, or Data Science, or a related field. Advanced degree preferred.
  • More than 8+ years of work experience, with no less than 3 years of work experience in the automotive industry, D2C preferred. Other related fields include the internet, finance, manufacturing industry, retail/e-commerce industry, etc. 3+ years of team management experience
  • Proven track record of successfully delivering complex projects on time, within scope, and budget.
  • Demonstrated experience in leading cross-functional teams.
  • Rich experience in data product or product management, with experience participating in the development of digital product/platform and experience in large-scale data product project management
  • Excellent communication, interpersonal, and leadership skills, with the ability to influence, inspire, and collaborate effectively across all organizational levels
  • With innovative and strategic, systematic, and structured thinking
  • Project management certification or relevant data analytics certifications are highly desirable.
  • Fluent in written and oral English and Chinese

About GMOur vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.Why Join UsWe aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds, and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.Diversity InformationGeneral Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

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