Transition Manager

Title: Support Transition Manager

Work Arrangement: Hybrid

Worksite Address: Washington, DC

Interviews: Webcam Only

The Support Transition Manager works with the PCOE Manager to coordinate the shift from on-premises procurement modules to ERP cloud, oversee daily operations, monitor staff performance, and resolve operational issues.

• Work with the Procurement Center of Excellence (PCOE) Manager to coordinate the transition of support from on-premises procurement modules to ERP cloud modules.
• Monitor staff performance.
• Provide oversight for daily work operations and related tasks.
• Resolve operational issues.
• Coordinate with call center resources and employees to manage and report on daily call center operations.
• Develop and coordinate the implementation of revised standard operating procedures.
• Coordinate the implementation of PCOE requirements in the cloud system.
• Coordinate the transition of PCOE support to the cloud environment.
• Provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets.
• Report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions.
• Ensure that calls for service are answered promptly, courteously, professionally, and accurately, and that information provided to customers is accurate and complete.
• Act as a liaison to District agencies and vendors interested in doing business with the district.
• Coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations.
• Manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources.
• Attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE’s transition to ERP cloud support.
• Perform other related duties as assigned.

Flexible work from home options available.