Job Description

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across British Columbia. Our people are passionate about their work and public safety, and we are looking for someone to join our team who shares that same spirit of collaboration and wants to contribute to our vision of safer communities in British Columbia through excellence in public safety communication.

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

We are seeking a Project Manager to join our Operations Transformation team, with a specific focus on contact centre operations.

In addition to providing expertise in traditional project management functions, the Project Manager acts as a consultant to our Operations team, helping them shape ideas into well-defined initiatives aligned with our strategic direction, and enables organizational agility by coaching junior team members and owning operational support / liaison functions.

Our ideal candidate will have experience in people, process, and technology projects specifically related to Contact Centre Operations, including implementation of Contact Centre as a Service (CCaaS) and Workforce Management technology solutions. You will proactively deliver solutions on time and on budget using both traditional and agile methodologies, while identifying opportunities for quality and efficiency improvements.

Your key responsibilities in this role will include:

• Supporting project sponsors as a project delivery consultant, recommending the most appropriate approach for project delivery, and the best delivery method for individual work streams
• Leading business case and project charter development with a focus on right sizing and clearly defining initiative scope, schedule, and budget to deliver stated business strategy and objectives within delivery constraints
• Developing governance models to enable efficient communication and decision making
• Proactively identifying and mitigating risks to minimize potential delivery disruptions
• Owning the development and management of project schedules and budgets, along with supporting project management artifacts like risk, issue, decision logs; change management plans; and resource plans
• Identifying and implementing opportunities for continuous improvements to Contact Centre Operations tools, processes, and services
• Engaging in Contact Centre technology (including CCaaS & Workforce Management) vendor selection, onboarding, configuration, testing and deployment; Manage technology vendors for delivery of project-related activities
• Measuring and reporting project status and health using appropriate project management tools and techniques

We are looking for a self-starter who takes ownership of their portfolio and sees projects through to completion on tight deadlines. You will be a skilled communicator who is able to connect verbally, visually and in writing with external vendors and E-Comm leadership and team members at all levels of the organization.

What you will need:

• Five or more years of Contact Centre technology (CCaaS / Workforce Management) and business transformation project experience

• Education, training, and experience collectively equivalent to a Master\'s Degree in a Business, Computer Science, or technology-focused discipline
• Experience with a variety of project types (process redesign, technology implementation, policy change, vendor product selection, etc.)
• Experience with both on-premise and cloud-hosted applications
• Strong expertise with MS Word, Excel, Visio, SharePoint, and PowerPoint
• Experience with Smartsheet (our project management solution)
• An understanding of various methodologies and frameworks like ITSM, SDLC, ITIL, change, quality, and Agile and waterfall methodologies

What we offer:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders

• Competitive salary - with the opportunity for increases
• Generous vacation plan
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
• Excellent extended health and dental benefits
• Pension - we are members of the Municipal Pension Plan, a defined benefits plan
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm

Security Requirements:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm.
The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is roughly 3 to 5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

E-Comm offers a competitive salary of between $100,484 and $118,787, coupled with excellent benefits. This position is based in Vancouver with the opportunity for hybrid working arrangements.

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability please email talent@ecomm911.ca

E-Comm 9-1-1