Project Management Officer Director (Customer Service)
Etraveli Group, Greece
Job Description
Who we are
Etraveli Group is a global platform for flights, an air technology company connecting millions of flights and travelers across the globe. The company is the exclusive provider of flights to booking.com in Europe and recently entered into an acquisition agreement with Booking Holdings pending competition clearance.
We want our customers to experience the world, while we take care of the technology that enables traveling. Every minute we close hundreds of deals for our partners around the globe. We are the preferred partner of some of the world’s most prominent travel companies such as Booking.com, Google Flights, Skyscanner and Kayak.At the same time, we open endless possibilities for our employees. Our diverse team of more than 1400 passionate professionals is what makes us the best in what we do. The Group headquarters are located in Sweden while different parts of the Group’s operation are led from the countries where we have offices (Greece, Canada, India), with the Athens office being one of the largest, hosting around 400 employees working from the center of Athens for the rest of the world.
We know that the travel business is not just a business, it is an opening to the whole world. And technology is not just a job, it is an opening to the future. We are looking for people that are as open as traveling and technology combined amp; we are here to guide, challenge and give you an exciting part in our mission to make our world wide open.
Position Summary
This role is placed within our Customer Service department. PMO is responsible for managing all projects within the Customer Service department specializing in automation and tech developments. As PMO director, the person will be responsible for delivering on the Customer Services’ vision, and ensure any support interactions for customers becomes smooth. The PMO Director is responsible for planning and prioritizing the roadmap based on benefit analysis, build for the future approach and an end-to-end overview. To deliver on the vision PMO needs to continue optimization via automation amp; self service features as well as deliver system improvements to support the manual handling process. PMO shall help the organization define benefits, identify project linkages and work with benefit measurement.
This role reports to the Chief Customer Officer and the PMO Director is part of the CX management team within Etraveli Group. PMO works closely with the Product organization within Etraveli Group and together complexity is attacked and turned into useful solutions for the customer and the company.
Responsibilities
- Direct and manage the day-to-day operations of the PMO
- Oversee CS PMO including governance, team leadership, monitoring, prioritization, communication, and quality controls
- Ensure that projects are managed according to the approved project plan
- Work with external stakeholders such as CS leadership or other departments within the organization to ensure that projects meet their requirements
- Provide guidance and support to project managers throughout the duration of a project
- Develop project management methodology and tools that can be used across multiple projects
- Ensure that all projects are staffed with the right personnel for the job with the necessary skills, experience, knowledge, and abilities
- Identify potential risks involved in a project and develop plans to mitigate risk where possible
- Communicate with stakeholders to gather input about their needs and provide status updates on projects
- Lead a team of project managers and other personnel involved in projects
- Recommend changes to a project that is ongoing if it appears not proceeding on schedule or is producing unsatisfactory results
Requirements
- 3+ years of experience in leading PMO
- Strong Familiarity with Project management tools, MS office amp; google products
- Excellent analytical skills amp; effective interpersonal skills
- Proven ability to complete projects according to outlined scope, budget, and timeline
- Familiar with E2E process mapping for projects
- Demonstrated project Leadership
- People’s person, ability to build relationships with peers and stakeholders
- Experience in BOT(Robot) implementations will be an asset
- Previous experience in the Travel Industry is preferred, specially working with airfare and air rules would be an asset (not mandatory)
Benefits
We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:
- Health Benefits - Through partners, we offer a private health insurance plan. We also offe