Senior Program Manager – Contact Center Transformation

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

📋 Description

• Oversee the comprehensive delivery of intricate contact center transformation projects and strategic initiatives.

• Handle multiple simultaneous projects, ensuring adherence to scope, timeline, budget, and quality standards.

• Collaborate with business leaders, technology teams, operational units, and external partners to establish project goals and execution strategies.

• Drive program governance, which includes status updates, risk management, issue resolution, and communications with executives.

• Lead cross-functional teams distributed across various geographical locations to meet project milestones.

• Work in partnership with contact center operations to enhance customer experience, operational efficiency, and workforce performance.

• Oversee project budgets, resource allocation, and vendor partnerships.

• Set up and uphold project management best practices, methodologies, and documentation standards.

• Identify dependencies, manage risks proactively, and ensure timely escalation of critical issues.

• Encourage collaboration, accountability, and ongoing improvement across project teams.

⛳️ Requirements

• Bachelor's degree in Business, Information Technology, Engineering, or a related discipline.

• Over 8 years of experience in project or program management, specifically in delivering large-scale business or technology initiatives.

• Extensive experience in contact center operations and transformation initiatives.

• Proven track record in people management, including leading cross-functional and matrixed teams.

• Strong skills in stakeholder management and executive-level communication.

• Experience with managing Agile, Waterfall, or hybrid project delivery methodologies.

• Demonstrated capability to handle multiple priorities in a fast-paced environment.

• Excellent analytical, organizational, and problem-solving abilities.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive and inclusive work environment.