Client Engagement Tactical Project Manager

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About Kraken

As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide - our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.

About the Role

Our mission is to accelerate crypto adoption and it’s critical that we provide an outstanding support experience to our clients in order to accomplish our mission. Our support offering is our key differentiator, and we are continuing to invest in building exceptional service for clients around the world via all of our support channels - online, chat, email and on the phone.
 
Kraken Client Engagement (CE) is seeking experienced Tactical Project Managers who are eager to work in a fast paced, data driven environment to join our team. This role will collaborate across departments, managing cross-functional roadmaps and facilitating the intake of new initiatives to support our mission of providing tailored, reliable and effortless service experience for our clients. Further, they will establish tracking controls and mechanisms in order to proactively identify, understand and resolve risks and blockers on an ongoing basis.

The Tactical Project Manager must have the communication as well as the counterpart and stakeholder management abilities required to articulate complex and specific needs and consistently drive desired results. A successful candidate will be capable of maintaining a holistic and unbiased perspective, and will be resourceful with a focus on continuously improving processes.

Responsibilities

  • Maintain and refine internal documentation and resources on initiative intake 
  • Develop and maintain a RICE initiative scoring model and strategy for initiative intake into the CE project roadmap
  • Act as an administrator on all CE project boards and roadmaps, adding new initiatives to them using RICE scores to identify placement, and escalating risks/blockers on current initiatives through to resolution
  • Develop and refine approach to communicating and resolving risks/blockers
  • Develop and refine a process for escalating and resolving project resource issues
  • Regularly share updates on changes/additions to the CE project roadmap with CE leadership
  • On a rotational basis in partnership with CE's Change + Project Management team, lead weekly CE Operations stand-up meetings

    • Requirements

  • 1-3 years of experience in a project. product or program manager role for a large, client-facing organization
  • Excellent written, spoken and interpersonal communication skills, with the ability to collaborate with stakeholders and counterparts of varying technical familiarity to understand and communicate needs, and to drive desired results
  • Eager and proactive in understanding business objectives with a strong attention to detail
  • Very organized with a keen eye for continuous improvement of processes
  • Highly technically resourceful with an aptitude to leverage tech to streamline work
  • Familiar with Kraken products and developments in the cryptocurrency industry, with the inclination to self-educate when necessary
  • Comfortable working in a fast-paced environment with rapidly shifting priorities
  • Passionate about Kraken’s mission 
  • Prior experience working with Jira and Confluence is a plus
  • Agile and Scrum certifications and/or experience is a plus
  • PMP certification is a plus
    • Location Tagging: #EU #US #CANADA #APAC #LI-Remote

    We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background. 

    As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. 

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