Minimum of three years project management experience required Strong knowledge of logical business process, i.e., developing and implementing operational processes required Effective oral and written communication and interpersonal skills required Ability to understand industry specific content and requirements required Demonstrated ability to lead both small and large teams effectively and be comfortable presenting and communicating to people across the organizational structure required Proficient in personal computer, preferably Microsoft Windows Word, PowerPoint, Excel and Access required For CCSS Only: Minimum of three years project management experience, preferably in a contact center or customer service environment required Strong understanding of contact center operations, technologies (IVR, ACD, CRM, WFM), and metrics required Experience with cloud-based contact center platforms (e.g. • Identifies process gaps that lead to member dissatisfaction and collaborate with partners to implement member-centric solutions, supported by measurement frameworks that monitor the success of improvements through the lens of member experience.