Senior Project Manager – Customer Experience Operations

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

📋 Description

• Spearhead comprehensive CX client launch projects for contact centers and back-office operations, from defining the scope to go-live and stabilization.

• Establish project scope, objectives, success criteria, and deliverables.

• Convert strategic goals into actionable work plans and measurable milestones.

• Create and oversee integrated project timelines involving Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders.

• Facilitate cross-functional execution without direct authority, ensuring teams meet deadlines, dependencies, and quality standards.

• Manage large, intricate programs through manageable workstreams with defined ownership, deliverables, and risk management techniques.

• Recognize, escalate, and address risks and issues using structured mitigation and contingency strategies.

• Lead governance routines, provide executive updates, status reports, and track metrics.

• Organize operational readiness initiatives, including staffing ramp plans, facility preparations, system access, reporting configurations, knowledge transfer, and validation of go-live.

• Mentor and guide junior project managers.

• Promote continuous enhancement in launch methodologies, standardization, and operational readiness processes.

⛳️ Requirements

• Over 5 years of experience in BPO and/or Contact Center settings.

• Profound understanding of operational KPIs, Workforce Management, Quality, Training, Reporting, and Service Level performance indicators.

• Proven experience collaborating with Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, and Operations teams to achieve successful launches.

• Capability to construct and maintain integrated project plans, dependency diagrams, resource allocations, and critical paths.

• Proficient in project scoping, risk management, change control, and governance frameworks.

• PMP or equivalent Project Management certification is highly preferred.

• Excellent executive communication skills for conveying status, risks, and trade-offs to senior leadership and clients.

• Ability to influence and engage cross-functional stakeholders without direct reporting authority.

• Skill to translate business goals into actionable project roadmaps and measurable outcomes.

• Video cameras are required to be on during all interviews and throughout the initial week of orientation.

🏝️ Benefits

• Flexible work options.

• Opportunities for learning and career advancement.

• Travel prospects (0–15%).

• Flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development programs.