Senior Program Manager

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

📋 Description

• Oversee the comprehensive delivery relationship with designated program/project clients.

• Maintain regular and direct interaction with senior-level managers, directors, and executives to offer technical expertise and project updates.

• Lead the execution of large programs/projects with teams ranging from 3 to 50 individuals, including TTEC Digital personnel, contractors, client resources, and vendors.

• Establish and manage program management functions, which include communication plans, meetings, tracking, reporting, escalation processes, functional documentation, and internal procedures.

• Provide weekly status reports and communicate program/project developments and challenges to client stakeholders, delivery management, and the account team.

• Ensure alignment among client stakeholders and enhance overall program customer satisfaction.

• Create and present financial reporting dashboards that reflect project financial status.

• Identify high-level risks, assumptions, and constraints; implement approved actions and workarounds, including necessary change management.

• Review program/project invoices for correctness.

• Develop work plans and delegate tasks and responsibilities to achieve program/project goals.

• Mentor project team members to enhance team productivity.

• Manage the program resource plan, project plan, and schedule effectively.

• Meet program/project objectives within specified constraints.

• Assist with project management responsibilities related to resource utilization and revenue forecasting.

• Support the ongoing refinement of project management methodologies.

• Serve as the primary contact for clients regarding system implementations, including project planning, management, business analysis, and design.

• Assess project and delivery processes across various projects featuring different technical solutions and implement enhancements.

• Perform additional related tasks as assigned.

⛳️ Requirements

• Proven experience in delivering transformation projects.

• Extensive knowledge of contemporary CCaaS solutions and associated technology; NiCE experience preferred.

• Over 15 years of Project/Program Management experience in a consulting or professional services environment.

• 5-8 years of strategic development experience demonstrating significant client impact, strong relationships, and the ability to influence and create value.

• Experience leading enterprise-level client programs comprising multiple projects and workstreams, including those utilizing waterfall, agile/scrum, and hybrid methodologies.

• Proven experience managing multiple teams with sizes ranging from 3 to 50 individuals.

• Practical experience in producing functional and/or technical design outputs as defined by formal structured methodologies.

• Exceptional written and verbal communication and listening abilities.

• PMP or other Project Management Certification is highly preferred.

• Capability to build relationships, collaborate, solve problems, negotiate, and persuade while maintaining positive relationships with client stakeholders, internal stakeholders, partners, project team members, and third-party vendors.

• Willingness to travel up to 30% of the time.

🏝️ Benefits

• Annual incentive program.

• Medical, dental, and vision coverage.

• Tax-advantaged health care accounts.

• Financial and income protection benefits.

• Paid time off (PTO).

• Wellness time off.