Senior Project Manager

Key Responsibilities

Program & Project Leadership

• Lead the full project lifecycle (initiation, planning, execution, monitoring, closure) for assigned enterprise programs, including the Call Center modernization and ERP replacement initiatives.
• Develop and maintain project charters, integrated project schedules, resource plans, budgets, risk plan, issues log, and communication plans, etc.
• Apply appropriate delivery methodology based on the nature of each workstream, vendor approach, and organizational readiness.
• Take personal ownership of delivery outcomes; proactively anticipate project hurdles, risks, and schedule slippage, and intervene early to keep work moving rather than escalating after the fact.

Hands-On Delivery & Business Analysis

• Roll up sleeves and contribute directly to the work when needed — eliciting and documenting business requirements, facilitating process-mapping and gap-analysis sessions, validating user stories, reviewing data migration mappings, and supporting test planning and UAT coordination.
• Continuously assess the strengths, capacity, and skill coverage of assigned project team members and vendor staff; identify gaps and step in personally to fill them until the right resource is in place or the gap is closed.
• Take initiative to solve problems as they surface — diagnose root causes, propose options, make decisions within delegated authority, and drive issues to closure.

Stakeholder & Vendor Management

• Serve as the single point of accountability for program delivery; manage executive steering committees, prepare board-ready and executive-level status reports, and escalate decisions with clear options and recommendations.
• Actively remove roadblocks and barriers for the project team — chase down decisions, unblock dependencies across divisions, broker compromises between stakeholders, and intervene when progress stalls.
• Manage SaaS vendors, system integrators, and professional services partners against contracted scope, milestones, deliverables, and SLAs; lead change order negotiations and contract compliance reviews in partnership with Procurement and Legal.
• Facilitate cross-functional collaboration across Systems, Member Services, Financial Accounting Services, Budgeting, Human Resources, Internal Audit, Information Security, and other divisions.

Procurement & Implementation Oversight

• Partner with Procurement and Legal to support RFP development, vendor evaluation, demonstrations, scoring, and contract negotiation for Call Center and ERP solutions.
• Oversee solution design, configuration, data migration (including conversion from Great Plains), integrations, testing, training, cutover planning, and hypercare.
• Coordinate organizational change management activities, including stakeholder engagement, communications, training delivery, and adoption tracking.

Governance, Risk & Financial Stewardship

• Operate within IT governance framework; ensure adherence to PMO standards, security policies, procurement rules, and applicable public-sector requirements.
• Manage program budgets, forecast variances, track actuals against plan, and provide transparent financial reporting to executive sponsors.
• Proactively identify, quantify, and mitigate risks before they impact delivery; treat early-warning signals as action triggers, not status updates, and document decisions for audit traceability.

PMO Contribution

• Contribute to the maturation of PMO practices, including templates, tooling, reporting cadences, and project intake/prioritization processes.
• Mentor project coordinators, business analysts, and junior project managers assigned to the workstreams — coach them on anticipating problems, owning outcomes, and unblocking their own work.

Minimum Qualifications

• Bachelor''s degree in Information Systems, Computer Science, Business Administration, Public Administration, Finance, or a related field. Equivalent additional professional experience may be considered in lieu of the degree.
• Minimum of 8 years of progressive project management experience, including at least 5 years leading enterprise-scale IT implementations with budgets of $5M+ and multi-disciplinary teams of 15 or more.
• Demonstrated experience delivering at least one full-lifecycle ERP implementation or one full-lifecycle Contact Center / Call Center platform implementation.
• Demonstrated hands-on business analysis capability — able to personally elicit requirements, document business processes, perform gap analysis, and bridge the gap between business stakeholders and technical teams when a dedicated BA is not available.
• Proven ability to anticipate project risks and proactively remove roadblocks, demonstrated through specific examples of recovering at-risk projects, unblocking stalled workstreams, or stepping in to fill team skill gaps.
• Demonstrated proficiency with enterprise project management tooling (e.g., Microsoft Project, Smartsheet, Azure DevOps, Jira, ServiceNow SPM, Planview, or equivalent).
• Strong written and verbal communication skills, with proven ability to translate technical concepts for executive and non-technical audiences.

Preferred Qualifications

• Master''s degree in a related field (MBA, MPA, MS in Information Systems, or similar).
• Direct experience delivering technology programs for a public pension system, government agency, public-sector / heavily regulated organization, or financial institution.
• Prior experience replacing or migrating off legacy financial system to a modern cloud ERP, including general ledger conversion, chart-of-accounts redesign, and integration with downstream financial and pension administration systems.
• Experience implementing omnichannel contact center capabilities (voice, email, chat, SMS, callback, AI/IVR, workforce management, quality management, and CRM integration) for member-facing or constituent-facing organizations.
• Prior experience as a Business Analyst, Business Systems Analyst, or Functional Lead earlier in career, providing the hands-on analytical depth to personally cover BA gaps when they arise on the project team.
• Additional certifications such as PgMP, PMI-ACP, CBAP, Certified Scrum Master (CSM/CSP), SAFe Program Consultant (SPC) / SAFe Agilist, Prosci Change Management, ITIL v4, or Lean Six Sigma.
• Demonstrated success leading organizational change management for large user populations, including training strategy, communication planning, and adoption measurement.
• A track record of operating as a player-coach — equally credible leading from the front of the room and contributing as an individual hands-on practitioner when the team needs it.