HyperCare Lead / Project Manager

Job Title: HyperCare Lead / Project Manager
Contract Type: Permanent
Location: Melbourne
Salary: Competitive
Start Date: 2019-04-14
Reference: JO-1904-94657
Contact Name: Lauren Benedict
Contact Email:
Job Published: April 15, 2019 15:44

Job Description

Our client, one of Australia’s market leaders is looking to create a market differentiating fulfilment experience for their customers, while delivering cost efficiencies for Retail Supply Chain and flexibility to control their future.

The successful candidate must have strong experience in HyperCare and be confident in communicating implementation/design and issues to key stakeholders.
  • Supporting the Situation Room Manager in successful execution of HyperCare activities post deployment of new capabilities into the Channels and lines of business
  • First line capture and triage of reported issues
  • Leading major defect or issue resolution analysis and response, ensuring appropriate resources are involved in identification of impacts and resolution, and providing guidance where required
  • Supporting and following exception management and issue resolution processes, including:
    • Complaint volume management
    • Analysis of critical process failures
    • Supporting escalated issues and defect resolution
    • Channel engagement
    • Reporting
  • Report on the cadence and workflow of the HyperCare team
  • Escalate issues and delays to the Situation Room Manager
  • Support a smooth transition between Situation Room shifts
  • Active participation in all standing meetings, leading / facilitating where required
  • Supporting the Situation Room Manager in preparation and reporting of:
    • Complaint volumes
    • Daily status reporting
    • Executive briefings

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