Project Manager (Contact Center Operations)

TL;DR

Project Manager (Contact Center Operations): Managing centralized intake and governance for contact center initiatives with an accent on operational impact assessment, cross-functional coordination, and benefit tracking. Focus on ensuring project readiness, timeline adherence, and optimizing service levels and employee experience within a high-growth healthcare environment.

Location: Must be based in the United States. This is a hybrid role requiring 3 days a week in the office for employees reporting to the New York office.

Salary: $80,000 - $110,000

Company

hirify.global is a global leader in women’s health and family building solutions, providing comprehensive fertility and family building benefits to employers and health plans.

What you will do

• Manage the centralized intake and governance process for all contact center initiatives.
• Assess project requests for operational impact, including staffing, volume, and average handle time.
• Develop and execute detailed project plans, managing risks, dependencies, and deliverables.
• Coordinate cross-functional partners across Operations, WFM, IT, and Analytics.
• Ensure operational readiness through training and communication plans prior to implementation.
• Define success metrics and track ROI for all initiatives.

Requirements

• Must be based in the United States.
• Must be authorized to work in the United States without sponsorship.
• Bachelor’s degree or equivalent experience in business or project management.
• 5+ years of project management experience.
• Strong organizational, communication, and stakeholder management skills.
• Experience in contact center, operations, or service environments.

Nice to have

• Project Management Certification (CAPM, PMP, or PgMP).

Culture & Benefits

• Comprehensive health, dental, vision, and life insurance options.
• Family-friendly benefits including paid parental leave, fertility support, and adoption assistance.
• 401(k) plan with company match.
• Mental health and wellness support.
• Paid time off including vacation, sick leave, and summer flex time.
• Professional development programs and mentorship.