Senior Project Manager, Care & Services

Job Description

Location Details:

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.​

Hybrid-or-Remote: This position may be a hybrid or fully remote position, as decided by your manager. If designated as hybrid, you’ll divide your time between working remotely from your home and an office location, so you should live within commuting distance. If designated as remote, you’ll be working remotely from your home and may occasionally visit a GoDaddy office to meet with your team for designation.

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

Join our team

GoDaddy is seeking an experienced Senior Project Manager who thrives in a dynamic, fast-paced environment to join our Care & Services Program Management team. The C&S Program Management team is laser-focused on driving and delivering cross-functional strategic programs for GoDaddy Guides and Customers that improve experiences and deliver on company goals.

This role will be focused on Care Operations project management, and will provide leadership, alignment, and transparency across a portfolio of projects. These projects could range from implementing a new tool or system, rolling out a change to how Guides do their job, or spinning up a project around how to tackle a business problem. These projects will drive best-in-class customer experience at scale for the Care and Services organization.

On any given day, the Senior Project Manager might be kick-starting a new initiative, managing a cross-departmental end-to-end implementation plan, or working with various teams to drive solutions to complex technical problems.

In the Program Management team, we help create order in ambiguity, build trusted networks, seek clarity, and serve as the drivers and the glue to ensure teams deliver on complex, cross-functional projects.

What you'll get to do...

• Bring an infectious balance of focus, planning, transparency, priority, and a relentless drive for big outcomes to those around you.
• Work directly with multiple cross-functional teams (such as Learning, Operations, Engineering, Care Technology) to deliver successful outcomes against company goals.
• Strategically identify the appropriate participants in each project and clearly define roles and responsibilities.
• Proactively identify critical dependencies, define scope, and assess gaps within active programs and manage key stakeholders through remediation and decision tracking.
• Relentlessly document and manage teams to detailed project and task plans across functional areas and workstreams.
• Use strong listening, facilitation, and problem-solving skills to form trusted working relationships with leaders and cross-department team members. This will be key to proactively anticipating and removing barriers that risk successful delivery.
• Create and maintain continual transparency/reporting of project progress and associated communications necessary to keep a shared understanding across teams.
• Drive project delivery, collaboration, transparency, and risk remediation across cross-functional business teams.
• See each project through to implementation and tracking of results, including lessons learned, to apply to future projects for continuous improvement.

Your experience should include...

• Minimum of 3 years’ experience in cross-functional and cross-departmental project management, focused on business operations and/or customer support in a contact-center environment, or relevant experience.
• Experience with contact center technologies (Cisco, Jira Service Desk, CRM, etc.)
• Experience with project management tools like Smartsheet, Jira, and Confluence.
• Ability to stay objective, focus on facts and data, and remain resilient in managing conflicting priorities, multiple stakeholders, and expectations.
• Proven ability to communicate directly and clearly at all levels of management, with a strong emphasis on careful listening and flexibility to adjust to changes.
• Demonstrated capability using frameworks to create project charters and detailed task plans and managing them to the finish line across multiple cross-functional teams.
• Ability to maintain a high-energy level, positive, open, and organized approach throughout the project lifecycle.
• Relentless attention to detail.
• Understanding of high-level concepts and the ability to turn them into actionable plans.
• Bias towards action and being proactively confident and politely persistent in managing team members to stay aligned and updated on the program charter, plan, and their individual and team tasks.

We've got your back... Enjoy our many benefits (My Wallet), which may vary depending on role and tenure, including paid time off, 401k, bonus eligibility, equity grants and parental leave. Join one of our employee resource groups (Culture). Once approved, continue to have a side hustle if you have one (we love entrepreneurs, remember?). Most importantly, come as you are and make your own way.

About us... GoDaddy is empowering everyday entrepreneurs around the world by providing all of the help and tools to succeed online. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights and the people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us (https://aboutus.godaddy.net/about-us/overview/default.aspx.)

GoDaddy is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

If you need help completing an application for a position with GoDaddy, please reach out to our Recruiting Team at [email protected].

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.