Inttra Inc

  • Integration Project Manager

    Job Locations IN-Andheri East, Mumbai 400 059
    Posted Date 2 weeks ago(5/6/2018 9:12 PM)
    Category
    Customer Service/Support
  • Overview

    INTTRA is the world’s largest, multi-carrier e-commerce marketplace for ocean shipping. INTTRA professionals work with 50 leading carriers and NVOCCs, 110 software alliance partners, as well as their customers, to streamline and standardize their shipping processes worldwide through a network of more than 225,000 shipping professionals. Over 700,000 container orders are initiated on the INTTRA platform each week, representing 27 percent of global ocean container trade.

     

    The Integration Project Manager(IPM), reporting to the Director of Service Management, will support the overall Service Delivery Organization vision of accelerating global adoption, transaction and network growth; implement connectivity projects and improving customer experience.  The IPM will be the operational owner and “Voice of Customer” for several assigned Carriers and Key Accounts (“customers”).  As the operational owner, the IPM will provide the customer and Sales with a single point of contact for INTTRA’s service performance and co-ordination of integration related activities.  The IPM will develop and manage customer scorecards as well as conduct formal periodic on-site scorecard reviews.  They will lead data quality, business processes, and “usefulness” initiatives in support of building a “trusted advisor” relationship with the customer.  The IPM will leverage these various service delivery insights as well as existing INTTRA customer experience data sources, to contribute strategically to the company’s line of business & service delivery roadmap development and improve the customer’s experience through INTTRA’s platform, product and services.

    Responsibilities

    • Develop and maintain a deep, intimate understanding of INTTRA’s product and systems, including product roadmaps, corporate goals and all active strategic projects.
    • Leverage the above domain knowledge, and along with developing the same understanding of the customer’s business processes and global ecommerce operations, become a trusted advisor to customer and Sales in terms of end-to-end business process expertise and how INTTRA’s products and service operations impact it.
    • Initiate integration projects including staffing, planning and risk management, by assessing readiness capabilities and data availability of customer to successfully integrate with the INTTRA platform via EDI or web services.
    • Develop customer specific scorecards incorporating Service Delivery performance (infrastructure, customer experience, integration, and professional services), progress on key initiatives, and other issues driving customer experience and act as Single Point of Contact for customer and within INTTRA for performance improvements.
    • Leveraging the insights developed above, act as the “Voice of Customer” to secure horizontal alignment, drive the prioritization, and action plan that will come in the form of customer specific programs, integration projects, report requests, escalations, and solution approaches that will improve performance results and the customer experience and align with the customer’s and INTTRA’s ecommerce transaction growth or adoption goals.
    • Conduct discovery sessions and team up with commercial leads, to better understand and address carrier and customer needs, including technical readiness capabilities, prior to engaging on new (EDI or other) connections.
    • Review and analyze customer performance and other INTTRA customer data (Cases, SRs, QCs, Integrations, INTTRA meetings, etc.), develop themes, and work with the line of business (product) owner to integrate into specific product roadmap and strategy.
    • Drive any tactical work efforts to resolve root cause of anomalies or performance issues.
    • Utilize and manage a set of customer-specific scorecards or post implementation quality measurements as part of periodic on-site carrier and key global account service delivery review meetings to review service delivery roadmap plans, measure service delivery improvements, and review and align on areas of opportunity for INTTRA or the customer to increase the overall customer experience.
    • Lead the development of external “event” response messaging (INTTRA’s Event Communication Protocol) ECP, and coordinate message delivery via Commercial, Customer Experience or directly with assigned Carrier’s and Carrier customers. Assist with the management of the full ECP process including on-going adjustments to optimize the execution of ECP at INTTRA.
    • Actively participate with reviewing and executing on the Service Delivery strategy with the Service Delivery Leadership Team to achieve organizational and corporate goals.

    Qualifications

    Education & Professional Qualifications:

    • BA/BS or MS in Business, International Business, Computer Science (or significant EDI work experience).

     

    Prior Experience:

    • Proven track record of achieving superior results against defined quality metrics.
    • Minimum 7 - 10 years’ experience in a global customer facing role, managing resources to perform business process data and transaction analysis related to an ecommerce platform, as well as coordinating customer communications and driving service process improvements for customer’s use of ecommerce software.
    • Minimum 3 years of project management experience
    • Experience presenting complex eCommerce issues in simplified terms to technical and business audiences (internal and external) positioning yourself, your team and your company as a value added ecommerce solution provider.
    • Experience conducting business process workflow analysis, researching and understanding customer needs and expectations, and documenting and reviewing results with recommended solution path(s) or approaches with a wide variety of internal and external audiences.
    • Experience handling and messaging crisis event, business and impact analysis.
    • Previous service and operations management experience for Carriers in the Ocean Freight and Transportation Industry is a plus.

     

    Skills & Qualities:

    • Must possess excellent analysis, communication (written and verbal), presentation, collaboration, coordination and interpersonal skills, and have demonstrated experience in documenting and presenting high level business process workflows, issues, gaps, and uses cases, including an understanding of complex ecommerce\EDI data transactions.
    • Must have EDI knowledge (EDIFACT, ANSI, and XML) and inter-business communication protocols and web-based applications.
    • Must be able to use independent judgment to identify and solve diverse problems and propose solutions by using solid analytical skills where limited precedent or guidelines exist.
    • Must be able to comfortably and effectively communicate to business and technical members across multiple levels of an organization.
    • Individual must be highly motivated, eager to participate in and contribute to continual improvement, and self-driven to excel with a “Can do” positive attitude, in a dynamic, demanding, and high-performance culture.
    • Willingness to take ownership coupled with ability to make decisions and take action based on factual analysis, balanced with experience and intuition.
    • Excellent organizational and reporting skills, with the ability to multi-task while proactively setting and managing work priorities in a pragmatic fashion.
    • The ability to influence others and situations without formal authority as well as to prioritize important business elements and influence decision makers to achieve desired results.
    • Fluent in English and another language (Spanish, German or Mandarin preferred).
    • Proficient in the use of Microsoft Word, Excel, PowerPoint, Outlook and familiar with MS Project and MS Visio.

    Special Work Requirements:

    • Early morning or evening teleconferences or web based meetings with US, Europe or Asia based colleagues, teams, and manager, as well as INTTRA’s Carriers and customers, depending upon job location.
    • Occasional travel is required.

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