Project Manager

• Responsible for leading enterprise programs and initiatives across business and technology teams within a customer experience and digital services environment.
• The role involves portfolio planning, intake management, prioritization, governance, stakeholder engagement, Agile delivery management, and end-to-end program execution to ensure successful delivery of strategic initiatives.

Responsibilities:

• Partner with business and technology stakeholders to understand strategic objectives, vision, and mission alignment.
• Build reports and collaborate with leadership, Product Management teams, and business stakeholders.
• Facilitate and oversee intake and triage of new requests through Workfront for initiatives and enhancements.
• Support Product Managers with impact assessments and prioritization activities.
• Partner with technical teams to estimate level of effort and assess feasibility of requests.
• Discuss sequencing, trade-offs, staffing, funding, and optimization strategies with stakeholders.
• Support portfolio-level reporting including quarterly business reviews and executive reporting.
• Lead end-to-end program management activities using Agile and hybrid delivery methodologies.
• Plan and facilitate discovery sessions, proof of concepts, and pre-project activities.
• Establish governance frameworks, meeting cadences, RAID logs, project schedules, and program documentation.
• Identify dependencies, constraints, and resource requirements across teams.
• Build and socialize program roadmaps and secure stakeholder approvals.
• Oversee execution, proactively manage risks and changes, and ensure alignment across teams.
• Prepare and present program status reports, governance artifacts, and executive briefings.
• Coordinate release activities, hypercare support, decommissioning, and project closure activities.
• Measure adoption and business impact post-release through ongoing feedback and performance reviews.

Requirement/Must Have:

• Bachelor s degree or equivalent experience.
• 7 10+ years of experience as a Program or Project Manager in software or technology environments.
• Experience managing multi-disciplinary teams consisting of business and technical resources.
• Experience with Agile, Scrum, Waterfall, and hybrid delivery methodologies.
• Strong program governance and portfolio management experience.
• Ability to operate effectively in fast-paced and ambiguous environments.
• Excellent verbal and written communication skills.
• Strong stakeholder management and relationship-building abilities.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage risks, dependencies, and resource planning activities.

Should Have:

• MBA or equivalent preferred.
• PMP, PMI-ACP, PgMP, or CSM certifications preferred.
• Experience in Customer Experience environments involving web, voice, and messaging or chat platforms.
• Experience with Jira, Workfront, SharePoint, and collaboration tools.
• Experience preparing executive presentations and governance reporting.

Skills:

• Project and program management.
• Agile and Scrum methodologies.
• Portfolio and governance management.
• Workfront.
• Jira.
• Stakeholder engagement.
• Risk and issue management.
• Resource planning.
• Executive communication.
• Program roadmap development.
• Change management.
• Reporting and analytics.
• Cross-functional team leadership.
• Strategic planning.
• Customer experience technologies.

Qualification And Education:

• Bachelor s degree in Business, Information Technology, Computer Science, or related field required.
• MBA or equivalent preferred.
• PMP, PMI-ACP, PgMP, or CSM certifications preferred.