Ecommerce Project Manager
Tryzens, Australia
Job Description
Tryzens Australia Pty Ltd is a global digital e-commerce agency and our mission is to accelerate client success and growth across all channels, leveraging our expertise, insights, and digital-first principles, to deliver compelling experiences that delight and engage their customers.
We are People First and believe that empowered happy people achieve more. We're Customer-Centric and that our customers’ growth is our success. We believe that Collaboration and Innovation drive the greatest results and Integrity, Trust amp; Transparency build lasting relationships. We started in London, but have expanded to have operations in Melbourne, Sydney, Brisbane, Sofia, and Trivandrum with 200+ team members working with 45+ international brands.This role can be based in either of our locations in either Melbourne, Sydney or Brisbane. Tryzens is a hybrid workplace, so we're happy for you to work from our offices or from home.
We're looking for a full-time Project Manager that will be responsible for, project managing multiple clients' post-launch roadmaps, driving our clients' exciting business goals and leading innovation in Australia’s eCommerce industry, using a variety of delivery methodologies (Agile/Waterfall) and managing multiple development teams located internationally. The Project Manager also oversees InLife services working closely with our Service and Support team, to ensure the Service Level Agreements (SLAs) are being met for incident and problem management, monitoring, and more.
The Project Manager will be our client’s main point of contact, working closely with our Director of Delivery and Client Success Director to ensure Tryzens are providing a high level of service and delivering high-code quality projects on time and to budget.
Our clients are our partners and we value ourselves on the strong partnership we build with each client, with the Project Manager role as an integral part of this relationship.
Project Management
- Work with Tryzens internal teams and client, to build client optimisations road maps.
- Work with client and Tryzens practices to ensure road map stories requirements that have been captured are technically sufficient, including facilitating discovery workshops.
- Project manage client optimisations road maps including creating project timeline, risks, dependencies, commercial approval, and deliver items prioritised by the client in an ongoing sprint model.
- Plan/book project resources to deliver all delivery items in line with project release plans.
- Facilitate all project meetings focused on status reporting, problem resolution, feedback.
- Managing off-shore project delivery team, ensuring collaboration and clear communication between team members.
- Working with 3rd parties on risks and dependencies to projects/sprints.
- Weekly project/sprint status, financial and schedule reporting to stakeholders.
- Deliver all releases to budget and to agreed timelines.
- Create and communicate release schedules.
Client Engagement
- Take ownership of all direct communication with the customer and resolve escalations with autonomy within the scope of our service offering.
- Collaborate effectively with internal and external colleagues to build a first-class customer relationship with the objective of making every customer a lifelong customer.
- Uncover and recognise any risks that threaten customer satisfaction or renewal; executing mitigation plans for all risks.
- Work closely with the Client Success team to identify and develop new opportunities within existing customer accounts ensuring customer growth and satisfaction.
- Conduct regular reviews with the client to review services delivered.
- Listening to customers carefully and truly understanding customers’ key business issues and opportunities in order to deliver business-impacting results.
- Build strong, transparent and trust-based relationships with clients.
In Life Services
- Work with the support team to ensure all incidents are resolved within SLA and monitoring is in place and set up correctly.
- Maintain an active Continual Service Improvement programme to establish the root cause of problems and fix these through ongoing road map delivery releases.
- Maintain day to day accountability for the ownership and resolution (including any referral or escalation as may be necessary) of Service issues.
- Ensure all effort expended is reported accurately and billed in line with the client contracts.
Requirements
Essential Skills amp; Experience
- Agency experience in project management/delivery management.
- Technical backgro