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Job Title: User Exper/Territory Relationship Mgr
Job Location: NY: New York
Pay Rate: Open
Job Length: full time
Start Date: 2008-09-17

Company Name: PricewaterhouseCoopers
Contact: Recruiter
Phone: email only please
Fax: email only please

Description: User Exper/Territory Relationship Mgr Job Description OurNetwork The PricewaterhouseCoopers (www.pwc.com/us) network of firms provides industry-focused assurance, tax and advisory services to build public trust and enhance value for its clients and their stakeholders. More than 146,000 people in 150 countries across our network share their thinking, experience and solutions to develop fresh perspectives and practical advice. As part of this global network, employees of PricewaterhouseCoopers LLP (PwC) have access to knowledge, training, and technical resources around the world. At PwC, you will be part of a high-performance environment that promotes learning, growth and development, and where our ideas, feedback, teamwork, and collaboration are encouraged. Here at PwC, excellence is rewarded and individuality is respected and valued. We offer a flexible career progression model that allows for a variety of challenging opportunities to develop your career. Inside our coaching culture, we provide mentoring and career development programs, global opportunities, and current technology driven methodologies to help you provide quality service to our clients. PricewaterhouseCoopers has been recognized in several key areas - we have been included in Fortune magazines 100 Best Companies to Work for in America for the past four years named the #1 company for training and development by Training magazine in 2008 recognized by Working Mothers magazine as a Top 100 company for working mothers for 13 consecutive years ranked among the Top 50 companies for diversity by DiversityInc for four years named the #1 company for internships and the #2 company to launch a career by Business Week in 2007 named the #1 Ideal Employer in our Profession by Universum for the past 7 years and a winner of the prestigious Catalyst award in 2007 for the advancement of women in the workplace. Your contributions at PwC are rewarded by a total compensation package that includes competitive salaries and first-day benefits. We believe your career should fit your life. Explore the many benefits of joining this distinctive firm at www.pwc.com/experiencedcareers. The Knowledge Services Organization supports PricewaterhouseCoopers with a collection of knowledge-sharing tools and resources, such as a robust intranet portal, research and analytics, and content development services. Summary Description: The User Experience & Territory Relationship Manager is responsible for project management of the firmwide Global Business to Employee (B2E) Portal (called Global PwC Portal) for partners and staff, and manages user experience on this firmwide Intranet for PwC partners and staff. This position needs to interact regularly with the key content stakeholders for the Global PwC Portal, including territory partners and global content owners in LOS and industries, as well as territory/regional portal directors/managers and territory/regional content owners. This position is responsible for implementing the strategic vision for components of the Global PwC Portal in support of the business priorities and resource available. Together with the Portal Integrator, it captures global business objectives and, in conjunction with US IT and other service providers, translates these into business and functional system requirements. As a subject matter expert, identifies ways to evaluate, improve and streamline processes and procedures of the portal end-user experience. Works independently with selected territory/regional portal teams to advise on their portal implementation. Based on regular user feedback, usability surveys/research, channel usage metrics and other potential tracking reports, identifies best practices on the Global PwC Portal from a content and portal lay-out and usability perspective, develops recommendations for enhancements as needed and works with Portal Integration Manager to get them implemented; manages implementation of design changes and user experience changes. Strategic & Technical Orientation: * The User Experience & Territory Relationship Manager is the project management contact for a specific KSO delivery channel component. Implements the strategic vision for channel related components of the Global Leadership goals, including Global HC, Knowledge Management, Marketing. * Captures global content owners and end-user business objectives and, in conjunction with the Portal Integrator, US IT and other service providers, translate these into business process improvements and functional system requirements. Proactively looks for opportunities to enhance knowledge channels, and to drive improvements of the end-user experience. * Leads medium-sized programmes related to a specific knowledge channel. Translate expertise into strategic business, functional and operational alternatives. * Represents channel interests in appropriate meetings and fora - e.g. regional meetings or calls.Range of Impact: * The User Experience & Territory Relationship Manager plans and implements Global Portal strategy within the defined budget and resource constraints. Makes decisions of moderate impact on the enhancement, evolution and operation of an assigned channel component. * Independently exercises resolution of complex project management issues. Together with the Portal Integrator, manages relationship with US IT and other service providers on implementation of projects * Builds relationships with leaders in many territories and regions within the LOS or Internal Firm Services (IFS) and firmwide initiatives, and influences content providers and consumers in channel adoption sets. * Manages potential conflicts between individual content owners needs/interests and the overall interest of the Global PwC Portal and its end users with leadership and firmness. Manages vendors, secondees, interns and other resources who carry out portal feed-back and usability testing as appropriate.The Global PwC Portal Channel has users from over 130 territories including the US firm.Scope of Responsibility:The User Experience & Territory Relationship Manager is responsible for: * Managing projects for this channel from start to finish, which includes: planning, prioritization, tracking, resourcing, problem resolution, testing and communications. Responsible for writing development plans, performance feedback, coaching, recruiting, and working closely with Human Resources on various staff initiatives and issues. Working with and managing outside contracts as appropriate. * Manages liaison with territory marketing, KM and other online leaders who want to integrate their content into the Global PwC Portal. Assists in developing their content strategy and user experience. * Channel-related process management - responsible for managing global channel projects impacting 40,000+ regular end-users. Assesses and integrates global x-territory, x-LoS and industry needs into the project plans of the global channel. Identifies new content to be integrated into the Global PwC Portal. Works with global content owners (e.g. Global Brand, Global Risk Management, Global Industries) on a regular basis to identify best content integration strategy and formats. * Formulates usability research and manages usability research and testing projects. Engaging with content owners to scope, architect, develop and perform user acceptance testing for new UI and/or portlets/modules on the Global PwC Portal. * Planning the evolution of system releases * Creates process and templates for this global channel space to ensure the minimization of problems and to streamline processes. Oversees & manages the creation and implementation of portal UI/content related policies, including UI guidelines and territory toolkit for this global channel * Managing business deliverables related to releases, portal communications, training materials, online help and demos * Together with the Portal Integrator role, articulating the business/user requirements as an input to On-Point Territory (US IT) requirements gathering/solidification process * Contribute to UAT script development, processing of UAT feedback as it relates to requirements and enhancements * Contributing and managing the prioritization of enhancements against release capacity * Identifying and mitigating problem areas and risks early on and resolve items quickly to ensure success of projects. * Maintaining a roadmap of major system release objectives, * Managing resolution of business-side issues related to this channel, * Maintaining relationships with stakeholders within the territories and other global parties with interests in the managed systems, * Responsible for highlighting new content on the Global PwC Portal, as well as through appropriate communications channels by working with graphics resources and communications resources. * Ensuring the business is prepared for new releases (in conjunction with change management resources and teams around the globe), * Research and stay abreast of industry trends, portal strategy and usability trends * Together with the Portal Integrator, monitoring progress of the On-Point territory (US IT) side of the project and keeping leadership apprised * Managing global content user group and facilitate ongoing user group discussions to share global best practices and acquire relevant user input for new requirements and existing products. Responsible for communicating with territory portal leaders, global stakeholders and many different groups in IFS to resolve potential conflicts and develop new processes. Together with communications resources, develops and manages implementation of a roll-out plan and communications strategy for the Global PwC Portal with territories and content owners around the globe with the goal of increasing usage of the Global PwC Portal.RESPONSIBILITIES:Identification and implementation of usability best practices for this channel, including usability surveys, requirements definition, UAT, release communications, and solution oriented support for unique business issues. This includes working closely with global stakeholders, content owners. Development, planning for 6-18 month channel strategy aligned with global business objectives, including development, planning and implementation of business enablement strategies at a global/x-territory level for this global channel, integration with other firm initiatives. Territory/regions consulting for this global channel, including user group/stakeholder management, documentation, training, portal usability best practices, online user documentationCommunications strategy development and implementation to market this global channel and enhance usage. Service IFS Industry Not Applicable Office New York NY Years Experience Required 4-8 Education Required Undergraduate Degree (e.g., BA, BS) or equivalent experience * Bachelors Degree in Business Administration, International Business, and/or Project Management or equivalent experience preferred Job Requirement Essential 5 - 8 Years Experience * Solid knowledge and experience with web systems or knowledge management related systems * Online usability expertise a plus * Strong communication skills with stakeholders, technical team members and end-users * Strong organizational skills - time management, prioritization of individual and project team tasks, etc. * Able to meet regular and aggressive deadlines * Proficiency in MS Office Suite required and Lotus Notes experience a plus * Utilize Microsoft Project and/or other related program planning tools * Problem Solving skills * Highly self-motivated * Ability to interact and faciltate discussion of business objectives and project deliverables with staff of all levels * Ability to work independently and interpret business requirements * Capable of facilitating discussions across multiple parties * Provide coaching and mentoring to staff * Serve as a role model, exhibiting ethical behavior, and educating staff on Firm policies and procedures. * Develop and strengthen relationships outside of the KTT functional team * Demonstrate commitment to PwCs endeavor to be a Great Place to Work * Ensure resources are committed to the highest priority projects and initiatives before being allocated to lower priority work * Support a continuous improvement environment by contributing to the problem management process and ensuring execution of corrective actions assigned to the team Travel Required 0-20%% Type of Position Full Time Job Code T16378

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