Senior Program Manager – Contact Center Transformation

Responsibilities

• Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives.
• Manage multiple concurrent projects, ensuring delivery on scope, schedule, budget, and quality.
• Collaborate with business leaders, technology teams, operations, and external partners to define project objectives and execution plans.
• Drive program governance, including status reporting, risk management, issue resolution, and executive communications.
• Lead cross-functional and geographically distributed teams to achieve project milestones.
• Partner with contact center operations to improve customer experience, operational efficiency, and workforce performance.
• Manage project budgets, resource planning, and vendor relationships.
• Establish and maintain project management best practices, methodologies, and documentation.
• Identify dependencies, proactively manage risks, and ensure timely escalation of critical issues.
• Foster collaboration, accountability, and continuous improvement across project teams.

Requirements

• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
• 8+ years of project or program management experience delivering large-scale business or technology initiatives.
• Significant experience in contact center operations and transformation programs.
• Proven people management experience, including leading cross-functional and matrixed teams.
• Strong stakeholder management and executive communication skills.
• Experience managing Agile, Waterfall, or hybrid project delivery methodologies.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.

Core Competencies

Demonstrates expertise in leading complex contact center transformation programs and managing multiple concurrent projects while ensuring alignment with business objectives. Proficient in stakeholder management, program governance, and applying project management methodologies to enhance operational efficiency and customer experience.