This site uses cookies. To find out more, see our Cookies Policy

AVP, Omni-Channel Project Management (5615) in Dallas, TX at Mr. Cooper

Date Posted: 2/27/2019

Job Snapshot

  • Employee Type:
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.


This Project Manager AVP position will be responsible for managing direct reports and matrixed reports to drive the timely and successful delivery of the $13M omni-channel program in Servicing under the Call Center Operations organization.  The AVP, Project Management will be working with our business partners, Call Center Operations resources, and  IT teams  while managing three additional project resources through all phases of the PMLC and SDLC life cycles for each individual project workstream within the larger program.  Once the program is deployed, the AVP, Project Management will serve as client relations for the larger business and IT roadmap and continue ownership of the solution.

Scope/Responsibilities: Operational oversight as a program lead and subject matter expert for the omni-channel strategy and roadmap for multiple defined workstreams within the program including inbound and visual IVR, dialer, proactive communication, communication rules development, infrastructure build, integration between various technology processes and reporting. Provides thought leadership, planning and oversight of execution for areas of responsibility. Assists in managing budget and effort for assigned area. Direct report to VP. Responsible for medium and/or long term business entity planning and operational direction. Decisions have a high  impact on assigned business area.


  • Leads the project throughout the project life cycle, defining project objectives, aligning project resources to achieve goals, managing budget and ensuring established timelines are met.
  • Drives the business SMEs and project team to identify and elicit requirements and documentation to aid in  business and functional requirements.
  • Ensure project team has provided detailed description of user needs, program functions and steps required to develop or modify systems to technical partners and business develop team to mitigate risk while ensuring timely delivery
  • Accountable for project scope, project schedule and documentation and budget management – proactively manages scope and business requirements
  • Maintains an in-depth knowledge of both business operations and technical scope and objectives of their projects.
  • Provides critical thinking and thought leadership in analyzing functional requirements, procedures and problems to automate processing and/or improve systems to ensure that maximum business value is derived from each project.
  • Coordinates with Business Partners, business developers, Technical Analysts and Developers and vendor resources to identify and define specifications, indicate areas of system impact and continuously communicate project status and needs.
  • Provide change management support (including communications) to all aspects implementations
  • Ensures that all PM reports are accurate and are updated in a timely manner.
  • Drives the adoption and implementation of project and program management methodology and oversees project and program management coaching
  • Provides timely assessment of projects, quality or risk issues with early identification of project issues and risks impacting completion.
  • Provides consistent communication to leadership with updates on progress, impacts, and changes associated with management of portfolio
  • Identify issues/risk solutions, and provides project team with resources/support.
  • Proven organizational skills and ability to manage through ambiguity in processes and requirements.
  • Leverage problem solving and influencing skills to ensure project plans deliver on intent
  •  Excellent communication skills (verbal and written) for all levels in the organization. Experience working with senior leadership and providing concise updates on technical subjectsServes as relationship manager for ongoing project and strategy for the performing call center areas once the initial project has launched.  Will be responsible for oversight of team workload, prioritization, daily support of business partners and serves as single point of contact for those partners ongoing


  • Bachelor’s degree and typically 10+ years of experience in telephony platforms and omni-channel strategy preferred. Graduation from a four-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience and education that demonstrates the ability to perform the essential functions of this position.
  • Knowledge of call center platforms (including telephony), CRM concepts preferred.  Genesys experience a bonus.
  • Six Sigma and/or Project Management Professional(PMP) certification preferred.
  • Previous experience in Mortgage Banking and/or associated lines of business is highly preferred.
  • Proficient in Microsoft suite
  • Proficient in business operations of a call center and how various call center platform functions work within a call center operation 

Job Requisition ID:


Job Category:

Project Management

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:


Additional Posting Location(s):

Alternate Requisition: