CSS OnDemand

Services Architect

Job Title: Services Architect
Location: United States
Experience: 3+ years as a Solutions or Services Architect

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of their power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunity for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

Role:

OnDemand has a great opportunity for a talented Services Architect who has a passion for and deep understanding of the messaging, chat, and customer experience automation space to join our Services team. This individual will greatly impact our business by working with our enterprise clients and OnDemand’s internal teams on bringing our technical integrations to life. As our Services Architect, you’ll provide technical oversight and hands-on development of our implementations during pre-sales and post-sales, ensure alignment of the design, strategy, roadmap, and requirements for internal and external teams, and drive product innovation.

 

What You’ll Do:

  • Build deep technical and non-technical relationships with our enterprise customers in order to understand and document their integration requirements surrounding customer experience automation
  • Lead product demonstrations and onboarding services
  • Provide hands-on technical implementation services, including end-to-end testing for implementation projects
  • Key point of contact with our customer’s technical and development teams, bringing back requirements and feedback for our product management team to help drive product innovation
  • Lead the planning, architecture, and implementation of customer integration projects, supporting and enhancing existing customer integrations after go-live
  • Drive customer integrations by collaborating closely with other teams, like Delivery, Sales, Engineering, Product, and Technical Support
  • Mentor and teach other members of the services team

What You’ll Bring:

  • 3+ years as a Solutions or Services Architect, or a Services Engineer with more experience but not the title yet.
  • Deep knowledge and implementation expertise with support channels, like HelpDesks, CRMs, messaging applications such as Salesforce, Zendesk, Live Agent Chat, Web Chat, Facebook Messenger, SMS,
  • Strong hands-on coding experience with client code and integrating RESTful APIs, and using JavaScript, HTML, CSS.
  • Polished communicator with a strong ability to present to and interact with enterprise clients in a technical setting
  • Understanding of authentication systems and protocols
  • Problem-solver with exceptional troubleshooting skills
  • Highly organized, with strong attention to detail, and ability to manage multiple tasks and projects
  • Thrives in a fast-paced, start-up environment exuding passion and grit
  • Collaborative team player
  • Bachelor’s Degree in Computer Engineering, Computer Science, or equivalent education

Bonus Points:

  • Experience with building server-side code and web APIs, such as with Node.js, Python, etc.
  • Experience with cloud computing and AWS
  • Familiarity with scrum/agile processes and project management principles
  • Understanding of Q&A Engines, Conversational AI technologies, and virtual assistants/chatbots, including the underlying AI training and model maintenance

Community Manager

Job Title: Community Manager
Location: United States (Remote)
Experience: 2+ years of Community Management experience

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunities for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

OnDemand has an opportunity for a talented Community Manager to join our Account Delivery team. This individual will focus on fostering community within individual networks rooted with Subject Matter Experts (SME). Their goal is to support and motivate experts to maximize resolution, customer satisfaction, and answer accuracy.

As a Community Manager, you will elevate the voice of the Experts and act as their advocate. You will work cross-functionally to support a strong Community that delivers support customers love!

 

Responsibilities:

  • Cultivation of community across individual networks on the platform
  • Development of Subject Matter Expert (SME) program by network
  • Align on KPI achievement set forth by CSM
  • Quarterly communication of network goals to the Community
  • Creation of SME program by network
    • Education management and creation at scale
    • Enhanced moderation around answer accuracy at scale
    • Soft skill quality assurance at scale
  • Development of insights from data analysis, SME feedback, and Community in a comprehensive weekly report
  • Delivery of network specific education and regular knowledge base maintenance
  • Partner with CSM to provide insight for our clients

 

Qualifications:

  • 2+ years of Community Management experience
  • Strong presentation skills
  • Ability to make data-driven decisions
  • Passion for creative problem solving
  • Champion crowd-sourced feedback to deliver strong results
  • Strong attention to detail and ability to manage multiple tasks and projects

 

Bonus:

  • Community recruiting experience
  • Client-facing experience

Customer Success Manager

Job Title: Customer Success Manager
Location: United States (Remote)
Experience: 2-4 years of Customer Success Manager (CSM) or consulting experience

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunities for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

OnDemand has an opportunity for a talented Customer Success Manager to join our Account Delivery Team. This individual has experience managing relationships and delivering successful outcomes to customers. They will greatly impact our business by growing revenue and strategic value with top enterprise clients.

As a Customer Success Manager, you will be our clients’ first point of contact and trusted advisor. You will use data analytics and your deep understanding of the OnDemand platform to optimize the program and deliver support customers love!

 

What You’ll Do:

  • Act as the liaison between the client and OnDemand. Maintain strong client relationships
  • Drive program growth, initiatives, and adoption of best practices. Partner with Account Executive on strategic decisions and line of business expansions
  • Lead program management efforts. Rally resources and orchestrate expansions and initiatives
  • Accountable for agreed upon KPI targets with clients. Maintain deep understanding of program KPI’s and health indicators
  • Prepare and facilitate client-facing business reviews and regular check-ins
  • Collaborate with the network Community Manager on program optimization opportunities. Inform client of program health and network needs

 

What You Bring: 

  • 2-4 years of Customer Success Manager (CSM) or consulting experience
  • Strong client-facing and presentation skills
  • Passion for creative problem solving
  • Ability to make data-driven decisions
  • Highly organized with strong attention to detail and ability to manage multiple tasks and projects

 

Bonus:

  • Experience in the Customer Support space
  • Looker experience

Manager – Talent Acquisition

Position: Manager – Talent Acquisition
Location: United States (Remote)
Experience: 10+ years of experience in full life cycle IT recruitment

 

Summary: Manager – Talent Acquisition will play a pivotal role in contributing to the overall success of the Talent Acquisition team and shall be responsible for attracting talent, providing effective thought leadership, set benchmarks, analyze data/metrics, prioritizing/plan to meet business objectives. Working in a collaborative and engaging environment, will be responsible for managing a team across multiple locations in US and working closely with business leaders to influence and deliver high-quality hires and great candidate experience through all aspects of recruitment.

 

Primary Responsibilities:

  • Strategic partner who constantly innovates Talent Acquisition solutions that cater to the ever-increasing dynamic needs of the business
  • Partner with key stakeholders (Business Leaders, Hiring Managers, HR Business Partners, and IT) to determine future talent needs, drive sourcing strategies, and to effectively manage the onboarding process
  • Develop a talent sourcing strategy and network of contacts to leverage relationships and networks in the contact center industry to identify and attract top talent to key business areas
  • Ensure Recruitment teams are provided with the necessary tools, support, and guidance to effectively develop and execute their recruiting plans and strategies
  • Build, engage and manage a team of high-performing sourcing and recruiting teams capable of meeting all staffing needs in an extremely fast-paced and ambiguous environment without compromising the quality
  • Drive optimal performance across all hiring channels and have a control over key parameters like Closure rate, Turn Around Time (TAT), Cost Per Hire (CPH), and new hire retention program (0-90 days)
  • Initiate, negotiate, and manage working relationships with vendors and external business partners to facilitate the generation of high-quality candidates, screening services and talent acquisition
  • Develop, implement, and monitor the candidate sourcing and evaluation processes, Identify, and recommend TA tools/systems to increase the efficiency of TA function
  • Deliver regular reporting and analyses for Senior Management on key recruiting metrics
  • Periodically coach and mentor the TA team for the growing needs of the business
  • Responsible for overall performance and motivating team to exceed department goals and objectives
  • Travel as and when required
  • Perform other related duties as assigned

 

Qualifications/ Skills:

  • 10+ years of experience in full life cycle IT recruitment, working in a complex, fast pace, corporate environment
  • 6 + years of experience in a managing Digital and testing requirements and also hands-on experience in managing team and vendor partners
  • Bachelor’s Degree or equivalent experience
  • Must have a proven track record in recruitment systems, market research capabilities, staff development, and performance management
  • Ability to drive change in thought and action focused on continuous improvement
  • Consultative recruiting approach with the ability to influence, high emotional intelligence
  • A successful track record of developing and executing talent strategies that solve complex business needs
  • Ability to work in ambiguity and constantly changing environments to meet the dynamic needs of the business
  • Sufficient in-depth of knowledge in employment law is strongly preferred
  • Ability to influence across a matrix of business functions
  • Ability to express innovative thoughts/ideas about recruiting and overall employee experience
  • Experience in delivering reports and TA dashboards to inform business leaders on the progress of key recruitment initiatives and hiring metrics.

EEO Statement: CSS Corp. provides equal opportunity in all our employment practices to all qualified employees and applicants without regard race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information and other characteristics that are protected by applicable law.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice.

Manager of Customer Success / Account Delivery

Job Title: Manager of Customer Success
Location: United States (Remote)
Experience: 5+ years of Customer Success Manager

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of their power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

 

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunity for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

Role:

The Manager of Account Delivery is a player coach opportunity to lead a team of Customer Success Managers and Community Program Managers on the Delivery Team. You will be responsible for delivering successful outcomes to our clients and network of expert freelancers on our platform (thousands of freelancers worldwide).

Our Delivery team is growing rapidly at a global scale in departments like Freelancer Sourcing, Onboarding and Quality Assurance. Your team of “quarterbacks” will work closely with all Delivery teammates, and cross-functionally with Sales, Services, Support and Product & Eng.

In addition to leading your team, you will be managing 1-2 strategic client relationships while working with the Director of Delivery to develop our service & platform delivery playbooks as we evolve.

 

What You’ll Do:

  • Own existing Account Delivery playbooks and drive to make improvements
  • Perfect customer KPIs and leading success indicators
  • Act as the liaison between the client and OnDemand. Maintain strong client relationships
  • Drive program growth, initiatives, and adoption of best practices. Partner with Account Executive on strategic decisions and line of business expansions
  • Lead program management efforts. Rally resources and orchestrate expansions and initiatives
  • Accountable for agreed upon KPI targets with clients. Maintain deep understanding of program KPI’s and health indicators
  • Prepare and facilitate client-facing business reviews and regular check-ins
  • Collaborate with the Community Program Manager on program optimization opportunities. Inform client of program health and network needs

 

What You Bring:

  • 5+ years of Customer Success Manager (CSM) or consulting experience
  • Passionate about people/ team career development
  • Strong client-facing and presentation skills
  • Passion for creative problem solving
  • Ability to make data-driven decisions
  • Highly organized with strong attention to detail and ability to manage multiple tasks and projects
  • Genuinely interested in learning about our customers unique CX we integrate into
  • Infectious enthusiasm and effective leadership qualities

Bonus:

  • Experience in the Customer Support space
  • Looker experience

OnDemand QA Analyst II

Job Title: QA Analyst II
Location: United States (Remote)
Experience: 3 to 7 Yrs of QA assessments and reporting

 

Job Description

This position is responsible for conducting quality assurance assessments, reporting the results of the assessment, identifying trends, sharing best practices, and developing action plans to continuously improve customer service satisfaction levels and operational effectiveness/efficiency by mitigating and/or transferring operational risk.

Part of this role includes observing service interactions, documenting expert compliance with established policy, entering observations in the QA monitoring system, and applying the QA measures as defined in the policy.  Observation may include both accuracy compliance and soft skills demonstrated by experts.

The other broad area of this role is reviewing network metrics and QA observations to identify and implement action plans needed to support the network.  This includes expert outreach, coordination with Education support, making recommendations to the Community Manager and/or ADM (or other internal partners), and working with the broader team to execute action plans for improvements or active initiatives.

 

The Quality Analyst II position will have both direct and indirect interaction with experts.  Well developed communication skills, both written and verbal, are required.

 

Tasks may include, but are not limited to:

  • Observe service interactions, and document expert compliance with established policies and expectations.
  • Enter policy observations in the QA monitoring system, applying the QA measures as defined in the policy.
  • Enter clear, accurate, kind, professional and actionable feedback.
  • Offer suggestions based on their experience and based on best practices observed via observation
  • Participate in, or drive, calibration exercises to ensure OnDemand QA policies are applied in a fair and consistent manner.
  • Report quickly and clearly any immediate concerns that the QA leader and/or Operational team need to address.
  • Work with other QA reviewers to ensure written feedback is clear, complete, and accurate.
  • Reach out to experts to share feedback opportunities, and ways to improve them.
  • Work with other QA reviewers to ensure feedback is oriented in a strength-based approach, growing strengths that are identified in the network and with individual experts.
  • Partner with QA Experts (experts who also contribute to the QA program) to ensure feedback is appropriate, and the focus meets network needs.

 

Skills/Requirements

  • Detail oriented.
  • Proven problem solving skills to research processes and customer issues.
  • Demonstrated teamwork skills with a sense of urgency and ownership.
  • Core competencies include: critical thinking and problem solving and communicating with impact.
  • Strong written and verbal communication skills to effectively provide feedback to colleagues.
    • Ability to communicate clearly through digital support channels is a must.
  • Demonstrated organizational and time-management skills to handle multiple tasks and prioritize effectively.
  • Well developed organizational skills
  • Able to work independently to complete tasks by expected timeframe, while also having a strong understanding when to escalate issues that require immediate attention, and will ask for help when needed.

 

Technical Requirements:

  • Experience with CRMs in a contact center environment required
    • Experience with Rave, preferred
  • Effective computer skills with the ability to navigate through multiple systems without assistance.
  • Experience with virtual communication tools (examples include, but are not limited to, Zoom, Slack, Microsoft Teams)
  • Proficient in Google Workspace (Suite), with particular skill in Google spreadsheets.
  • Proficient in Microsoft Products preferred.
  • Proven ability to learn new technologies.

 

Experience Requirements:

  • High school diploma or equivalent is required
    • College degree is preferred
  • 3-7 years experience in contact centers – or professional experience with a contact center environment – required
    • 2-4 years of QA experience in a contact center required; a track record of working with different teams to execute on shared strategy preferred.
  • Experience with a gig workforce, and with providing support in a gig environment is strongly preferred

 

Attributes/Traits

  • Empathetic
  • Professional
  • Open to receiving more knowledge/education
  • Receptive to feedback (Coachable)
  • Able to give feedback in a positive, productive manner
  • Resourceful
  • Proactive
  • Curious

 

Other requirements:

  • Has access to a device that meets the CSS OnDemand security and product standards.
  • May have a flexible work schedule, but must be available for scheduled meetings, such as calibration sessions, and team meetings.
  • Must pass a background check
  • Must comply with all applicable laws, and participate in required onboarding activities, such as privacy and security training

OnDemand QA Analyst / Moderator

Job Title: QA Analyst
Location: United States (Remote)
Experience: 2-4 years of QA experience

 

Job Description:

This position is responsible for conducting quality assurance assessments, reporting the results of assessment, identifying trends, sharing best practices, and developing action plans to continuously improve customer service satisfaction levels and operational effectiveness/efficiency mitigating and/or transferring operational risk.

QA Analysts observe service interactions, and documents expert compliance with established policy. They enter observations in the QA monitoring system, applying the QA measures as defined in the policy.  They may observe and measure both accuracy compliance and soft skills demonstrated by experts.

Initially these QA experts will not have direct interaction with experts, so well developed written and communication skills is a must!

 

Tasks may include, but are not limited to:

  • Observe service interactions, and document expert compliance with established policies and expectations.
  • Enter policy observations in the QA monitoring system, applying the QA measures as defined in the policy.
  • Enter clear, accurate, kind, professional and actionable feedback.
  • Offer suggestions based on their experience and based on best practices observed via observation
  • Participate in calibration exercises to ensure OnDemand QA policies are applied in a fair and consistent manner.
  • Report quickly and clearly any immediate concerns that the QA leader and/or Operational team need to address.

 

Skills/Requirements:

  • Detail oriented to ensure accuracy.
  • Proven problem-solving skills to research processes and customer issues.
  • Demonstrated teamwork skills with a sense of urgency and ownership.
  • Core competencies include critical thinking and problem solving and communicating with impact.
  • Strong written and verbal communication skills to effectively provide feedback to colleagues.
    • The ability to communicate clearly through digital support channels is a must.
  • Demonstrated organizational and time-management skills to handle multiple tasks and prioritize effectively.
  • Well-developed organizational skills
  • Able to work independently to complete tasks by expected timeframe, while also having a strong understanding when to escalate issues that require immediate attention, and will ask for help when needed.

 

Technical Requirements:

  • Effective computer skills with the ability to navigate through multiple systems without assistance.
  • Experience with virtual communication tools (examples include, but are not limited to, Zoom, Slack, Microsoft Teams)
  • Proficient in Google Workspace (Suite), with particular skill in Google spreadsheets.
  • Proficient in Microsoft Office.
    • Experience with Rave preferred
  • Proven ability to learn new technologies

 

Experience Requirements:

  • High school diploma or equivalent is required
    • College degree is preferred
  • 3-7 years experience in contact centers – or professional experience with a contact center environment – required
    • 2-4 years of QA experience in a contact center preferred
  • Experience with a gig workforce, and with providing support in a gig environment is strongly preferred

 

Attributes/Traits:

  • Empathetic
  • Professional
  • Open to receiving more knowledge/education
  • Receptive to feedback (Coachable)
  • Resourceful
  • Proactive
  • Curious

 

Other requirements:

  • Has access to a device that meets the CSS OnDemand security and product standards.
  • May have a flexible work schedule, but must be available for scheduled meetings, such as calibration sessions, and team meetings.
  • Must pass a background check
  • Must comply with all applicable laws, and participate in required onboarding activities, such as privacy and security training

OnDemand Onboarding Specialist

Job Title: Onboarding Specialist
Location: United States (Remote)
Experience: 2-4 years of experience in On-boarding

 

Job Description

This position is responsible for conducting reviews on applicants, assessing their skill proficiencies within their application, reporting on data related to applicants being onboarded onto the OnDemand platform, and the ultimate onboarding of the applicant.

Onboarding Specialists are the first touch that an applicant has with someone from the OnDemand business and they help make sure to foster a safe and encouraging onboarding experience for new applicants. Onboarding Specialists will report to Operations Success and be a part of the Delivery Team.

 

Tasks may include, but are not limited to:

  • Learning, maintaining, and making improvements to the onboarding process for applicants set up by OnDemand.
  • Maintain and report on KPIs including, but not limited to, number of onboarded applicants, turnover rate, acceptance rate, and other metrics related to applicant onboarding.
  • Make recommendations to the Success Operation leader on the onboarding process and opportunities for improvements
  • Offer suggestions based on onboarding experience
  • Participate in group meetings and events related to the operations of the Delivery Teams.
  • Report quickly and clearly any immediate concerns that the Success Operations leader and/or Operational team need to address.

 

Skills/Requirements

  • Detail-oriented to ensure successful onboarding at scale
  • Proven problem-solving skills in researching processes and applicant issues.
  • Demonstrated teamwork skills with a sense of urgency and ownership.
  • Core competencies include critical thinking and problem solving and communicating with impact.
  • Strong written and verbal communication skills to effectively provide feedback to colleagues.
    • The ability to communicate clearly through digital support channels is a must.
  • Demonstrated organizational and time-management skills to handle multiple tasks and prioritize effectively.
  • Well developed organizational skills
  • Able to work independently to complete tasks by the expected timeframe, while also having a solid understanding of when to escalate issues that require immediate attention, and will ask for help when needed.

 

Technical Requirements

  • Effective computer skills with the ability to navigate through multiple systems without assistance.
  • Experience with virtual communication tools (examples include, but are not limited to, Zoom, Slack, Microsoft Teams)
  • Proficient in Google Workspace (Suite), with particular skill in Google spreadsheets.
  • Experience with CRM
  • Proven ability to learn new technologies.

 

Experience Requirements

  • High school diploma or equivalent is required
  • 1-3 years experience in contact centers – or professional experience with a contact center environment – Preferred
    • 2-4 years of experience in marketing or HR functions related to onboarding applicants preferred
  • Experience with a gig workforce and providing support in a gig environment is strongly preferred

 

Attributes/Traits

  • Empathetic
  • Professional
  • Open to receiving more knowledge/education
  • Receptive to feedback (Coachable)
  • Resourceful
  • Proactive
  • Curious

 

Other requirements:

  • Has access to a device that meets the CSS OnDemand security and product standards.
  • May have a flexible work schedule, but must be available for scheduled meetings, such as Operational Syncs and team meetings.
  • Must pass a background check
  • Must follow all applicable laws, and participate in required onboarding activities, such as privacy and security training

Director of Platform Engineering

Job Title: Director of Platform Engineering
Location: United States (Remote)
Experience: 8+ years of software engineering

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunity for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

Role:

As Director of Platform Engineering you will lead and grow a team of collaborative, high-caliber software engineers, driving cross-functional scrum teams within an agile program to deliver high quality, scalable software for our core OnDemand platform. This is a hands-on leadership opportunity where you’ll work closely with your developers as well as OnDemand’s Data Science, Product, and Operations teams. We are searching for an individual who can inspire and mentor her/his team, partner with our Engineering Lead on influencing software development best practices and provide architectural leadership for our growing organization.

 

What You’ll Do:

  • Manage, motivate, and empower a distributed team of software engineers, including goal setting (professional and technical), feedback on performance, and weekly 1:1’s
  • Partner with our in-house recruiting department to grow your team as we scale, recruiting and adding high performing engineers
  • Define and drive engineering practices and architecture, collaboratively with other members of engineering leadership
  • Play the Technical Lead role for the platform team, collaborating closely with product owners and architects, and coordinating teams through the planning, building, and rollout of features
  • Review technical design specifications from team members, review and approve pull requests, and help troubleshoot and unblock technical issues
  • Architect, design, and at times even code parts of our core systems
  • Build teams that are collaborative, inclusive, communicative, and respectful of each other

 

What You’ll Bring:

  • 8+ years overall software engineering experience
  • 4+ years of team management experience with a progressive increase in responsibility
  • Ability to attract, develop, and inspire a team of high performing engineers
  • Strong understanding of agile software development processes with experience guiding teams through planning, development, and rollout
  • Experience delivering real-time distributed computing systems, preferably SaaS in a micro-services architecture utilizing message bus technology (RabbitMQ, Kafka)
  • Experience with performance engineering, capacity planning, scalability, and keeping high traffic systems up in production
  • Bachelor’s degree (or higher) in Computer Science, Engineering, or similar and/or relevant work experience

 

Bonus Points:

  • Experience with Groovy/Java, Node, and/or Python
  • Experience with Data Management
  • Exposure to Machine Learning, AI, and/or Automations
  • Familiarity with compliance initiatives (SOC2, GDPR, etc.)

Project Manager – OnDemand

Job Title: Project Manager
Location: United States (Remote)
Experience: 3-5 years experience in project or program management

 

OnDemand’s customer engagement platform transforms customer service by unlocking a company’s most extraordinary untapped asset—the knowledge and passion of its power users. World-class organizations like Airbnb, Autodesk, LinkedIn, Microsoft, and SAP use OnDemand to connect their customers with their expert users, enabling real-time and automated conversations that deliver an exceptional customer experience with superior economics.

The Directly OnDemand business was recently acquired by CSS Corp creating even more opportunities for growth and an expanding customer base.  Read more about the acquisition in this press release: https://www.csscorp.com/all-press-release/css-corp-acquires-san-francisco-based-directlys-ondemand-business/

 

Role:

Project Managers have point responsibility for managing projects including launch of new programs, expansions and special projects.   This includes developing a coordinated plan with sales, delivery and the customer to achieve the desired outcome of the project and coordinating resources on both sides to successfully achieve the goals.   This role is a blend of customer leadership, project management and data evaluation.   This key role will be strongly supported to ensure our continued success of OnDemand.

 

What you’ll do:

  • Work with sales, delivery, services and customers consultatively to define successful project objectives and develop a comprehensive project plan
  • Partner with members of the appropriate teams to manage and lead all areas of a project
  • Partner with customer’s technical teams and OnDemand Services teams to manage implementation of the technical integration when needed.
  • Run regular, check-point meetings with stakeholders to ensure effective communication and track goal achievement
  • Continuously monitor project status and effect changes as needed to maintain goal objectives

 

What you’ll bring:

  • 3-5 years experience in a consultative, project or program management client facing role with a leading enterprise SaaS or Services company
  • Demonstrable experience leading clients to define goals ​
  • Strong presenter and communicator, effective at leading meetings
  • An energetic and inspiring team player and a strong drive to win
  • Infectious enthusiasm and effective leadership qualities
  • BA / BS degree
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