Program Manager IV – AWS Connect, Telephony

This is a fully remote position, open to applicants in California, +14 more states.

📋 Description

• Lead large-scale, cross-functional projects focused on implementation, migration, and process enhancement.

• Supervise program planning, management, and execution, encompassing scope, schedule, budget, and resources.

• Develop detailed timelines and ensure that project teams adhere to deliverables and project management standards.

• Propel enterprise telephony and contact center transformation initiatives, which include AWS Connect migration programs.

• Coordinate project managers and business analysts who oversee individual workgroups across Operations, Finance, Benefit Operations, and other functions.

• Generate executive dashboards, project status reports, and continuous post-implementation analytics reports.

• Develop and present best practices and training information to indirect reports, peers, and employees.

• Collaborate with training teams to create and review training materials.

• Prepare and present documentation for Program Steering Committees and the Executive team.

• Evaluate program risks and escalate issues to leadership as needed.

• Manage risks, budgets/forecasts, dependencies, and perform strategic analyses of business or operational opportunities.

• Act as the primary escalation point for project-related issues and risks.

• Address issues with project teams and formulate risk mitigation plans.

• Effectively communicate business and technology issues along with proposed solutions.

⛳️ Requirements

• A Bachelor’s degree in a related field or equivalent experience is required.

• A minimum of 8 years of Program or Project Management experience is required.

• Prior experience leading a functional area, managing cross-functional teams on large-scale projects, or supervisory experience, including hiring, training, assigning work, and managing staff is required.

• Proficiency in MS Office applications and project management tools is required.

• Experience with telephony platforms and contact center technologies is expected.

• A proven track record in leading complex IT projects and programs in a high-visibility, enterprise environment is essential.

• AWS Connect (Amazon Connect) implementation, migration, or support experience is strongly preferred.

• Healthcare and/or managed care experience is preferred.

• A Master’s degree is preferred.

• Project Management Professional (PMP) or Program Management Professional (PgMP) certification is preferred.

🏝️ Benefits

• Health insurance

• 401K plan

• Stock purchase plans

• Tuition reimbursement

• Paid time off plus holidays

• Flexible work arrangements including remote, hybrid, field, or office schedules

• Competitive salary

• Additional forms of incentives may be included in total compensation

• Commitment to equal opportunity and diversity