Technical Project Manager at Digital Divide Data (DDD Kenya)

Job Description

• Maintain strategic relationships with clients to ensure exceptional service delivery and satisfaction.
• Manages and communicates project scope, goals, and responsibilities to the project team
• Establish clear stakeholder expectations and requirements of varying degrees of complexity.
• Address and resolve client inquiries on ongoing production and key milestones, ensuring proactive communication.
• Take full ownership of the project delivery, ensuring alignment with clients requirements
• Systematically track and address client inquiries and responses to ensure timely and effective support.
• Ensure accurate and timely reporting on performance metrics, and provide actionable insights for improvement.
• Monitors work of subject matter expert personnel, providing support and interpretation of instructions/objectives
• Analyze performance trends, set focus performance areas, and lead the team in continuous improvement initiatives.
• Mentor and develop team members, address performance issues, and foster a high-performance culture.
• Serve as the primary escalation point for critical operational issues, coaching team members and resolving complex conflicts.
• Identify potential risks, develop mitigation strategies, and ensure proactive management to minimize impact.
• Implement BCP strategies to ensure operational resilience and continuity in the face of disruptions.
• Foster a culture of continuous improvement by identifying opportunities for enhancement and driving change initiatives.

Qualifications

• Bachelor’s Degree in a relevant field 
• 5+ years of experience in BPO or customer-centric roles
• PMP or any other relevant Certification 

Key Skills We're Looking For:

• Knowledge of AI and Machine Learning
• Expertise in Project Management
• Strong Communication and Stakeholder Management 
• Business Acumen
• Excellent Problem-solving and Analytical skills
• Proven People Management experience
• Leadership skills