Senior Internal Project Manager

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Oversee service design and service portfolio projects through the New Service Introduction (NSI) process, from initial intake to launch and operational transition.

• Create and sustain integrated project plans, timelines, dependencies, and milestones for intricate service design projects.

• Facilitate project governance activities, including stage gate reviews, approvals, and executive decision-making forums.

• Assist stakeholders in navigating NSI processes, deliverables, and governance requirements.

• Coordinate cross-functional efforts among Service Portfolio Management, Product Management, Service Delivery, Customer Success, Support, Sales, Marketing, Finance, Enablement, and Operations.

• Collaborate with Service Portfolio Owners to aid in the development and launch of new or improved service offerings.

• Conduct stakeholder meetings using dynamic and action-oriented facilitation methods.

• Create communication strategies to keep all parties informed and engaged throughout the life cycle of the initiative.

• Organize launch readiness activities across delivery, support, enablement, operations, marketing, and sales teams.

• Ensure that operational requirements, roles, processes, tools, documentation, and training materials are prepared prior to launch.

• Generate executive-level project updates, presentations, and status reports.

• Monitor and convey project health, milestones, risks, and decisions.

• Identify opportunities to enhance service design workflows, governance practices, and stakeholder engagement.

⛳️ Requirements

• Proven experience in managing complex cross-functional projects or programs from inception to implementation.

• Experience leading initiatives that involve multiple business stakeholders within a matrixed organizational structure.

• Strong grasp of project management methodologies, governance frameworks, and change management principles.

• Exceptional organizational skills with the ability to oversee multiple simultaneous initiatives.

• Excellent facilitation, communication, presentation, and stakeholder management abilities.

• Capacity to influence without direct authority and foster alignment among diverse stakeholder groups.

• Strong analytical, critical thinking, problem-solving, and decision-making skills.

• Experience in creating executive communications, project documentation, and governance materials.

• Proficient with project management and collaboration software.

• Ability to manage project scope, risks, issues, dependencies, and change requests throughout the entire initiative lifecycle.

• Experience assisting stakeholders through New Service Introduction (NSI) or comparable service design and new service launch processes.

• Familiarity with stage gate reviews and launch readiness evaluations.

• Experience producing service design artifacts such as business cases, service design packages, operating models, launch readiness assessments, and transition plans.

• Experience coordinating launch readiness efforts across delivery, support, enablement, operations, marketing, and sales teams.

• Experience aiding in the transition of launched services into ongoing portfolio management and operational ownership.

• Bachelor’s degree or an equivalent combination of education and experience necessary to effectively fulfill the primary responsibilities of the role.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Inclusive workplace culture.

• Employee initiatives and giving campaigns aligned with employee-supported organizations.