Senior Project Manager

TL;DR

Senior Project Manager (CX): Manage project delivery for customer experience solutions including schedule, scope, risk, resources, and status reporting with an accent on ensuring on-time, on-budget delivery exceeding quality expectations. Focus on understanding solution functionality and architectures, managing customer expectations, and maintaining relationships with clients, partners, and providers.

Location: Remote

Company

Fast-growing system integrator offering strategic Customer Experience (CX) solutions.

What you will do

• Manage all aspects of project delivery including schedule, scope, risk management, resource scheduling, goal setting, priorities, and status reporting.
• Ensure engagements are delivered on time, on budget, and exceed quality expectations.
• Understand solution functionality and high-level architectures to manage scope and customer expectations.
• Establish and maintain relationships with clients, strategic partners, and third-party providers.
• Achieve profitability through high-quality and efficient delivery services.
• Conduct JAD sessions and document requirements for CX solutions.

Requirements

• 3+ years experience managing projects related to contact centers, self-service, and CX.
• Understand end-to-end expectations for lift and shift projects.
• Excellent written and oral communication skills.
• Excellent presentation skills.
• Understanding of system architecture.
• Expert in MS Office and MS Project.
• Familiarity with self-service (voice and digital) applications.
• Proven ability to work under pressure in teams or independently.

Nice to have

• Experience managing Genesys or cloud-based contact center implementations.
• Top-tier management consulting experience.
• Project Management Certification (e.g., PMI).
• Experience with Wrike.