Sr. Program Manager – Contact Center Transformation
New
Based in United StatesFull-TimeSenior
SalaryCompetitive salary with performance-based incentives
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Job Details
- Experience
- 8+ years
- Required Skills
- Project ManagementAgileStakeholder management
Requirements
- 8+ years of experience in program or project management delivering large-scale technology or business transformation initiatives, preferably within contact center environments.
- Proven experience leading contact center transformation programs, with strong understanding of customer experience (CX) operations and technologies.
- Demonstrated expertise in stakeholder management, including regular engagement with executive-level leadership and cross-functional teams.
- Strong background in managing distributed teams and complex, multi-workstream program structures.
- Experience working with Agile, Waterfall, or hybrid delivery methodologies in fast-paced environments.
- Strong analytical, organizational, and problem-solving skills with the ability to manage competing priorities effectively.
- Bachelor’s degree in Business, Technology, Engineering, or a related field.
Responsibilities
- Lead end-to-end delivery of large-scale contact center transformation programs, ensuring alignment across scope, timeline, budget, and quality expectations while driving measurable business outcomes.
- Manage multiple concurrent initiatives across geographically distributed teams, coordinating cross-functional stakeholders from business, technology, operations, and external vendors.
- Establish and maintain strong program governance frameworks, including executive reporting, risk and issue management, dependency tracking, and escalation processes.
- Oversee program planning activities including resource allocation, budget management, and delivery roadmaps to ensure successful execution of transformation initiatives.
- Partner closely with contact center operations and technology teams to enhance customer experience, improve efficiency, and support workforce optimization initiatives.
- Drive adoption of delivery best practices across Agile, Waterfall, or hybrid methodologies while ensuring consistency in execution and documentation.
- Manage vendor relationships and external partners to ensure alignment with project goals and delivery standards.
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