Senior Manager, PMO

at  ACLIVITI Consulting Group LLC

We are seeking a dynamic, self-motivated individual to provide world-class PMO workstreams leadership in support of enterprise CCaaS transformation opportunities. This individual is driven to lead clients through translating their current and future business goals into technical solutions. Our Senior Manager of PMO will build relationships with key client leadership and stakeholders to LEAD (Listen, Educate, Align, and Deliver) engagements and ensure a successful transformational experience.
Why We’re Different:
At ACLIVITI, our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.

We are:

• A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
• Experts in helping clients find cloud-based Contact Center capabilities that enable client and agent experiences while helping provide cost savings.
• Passionately focused on solving client issues and building relationships.
• Striving to work with cutting edge CCaaS and AI technologies.
• A close-knit, professional, fun, hard-working team dedicated to continuous improvement.

Our Clients Are:

• Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses.
• Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations
• Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.

How we solve:

• Our Transformation PMO methodology includes a differentiated approach to Governance, Program, and Project oversight. We ensure all aspects of the Program are accounted for in support of our Enterprise target market.
• We LEAD our clients through complex, long-cycle deployment programs and subsequent phases of key deliverables, managing schedules and expectations of business outcomes the capabilities can support.
• We establish Governance as a key audience and cadence in support of both program health and client sentiment.
• In support of PMO team, our Deployment Services team offers unique skillsets and solutions to implementing key technologies within the initial and ongoing phases of the Program.

Our Senior Manager of PMO Will:

LMA (Lead – Manage – Accountability)

• Lead in your day-to-day responsibilities and work together across the organization to achieve desired outcomes
• Manage assigned tasks and objectives from start to finish, accountable to project/program plan integrity and budgets
• Contribute to the internal development of our practice through participation in areas such as business development, training, marketing content, methodology and toolkit development, and recruiting
• Work with leadership to engage in continuous process improvement
• Provide best-in-class services for strategizing, planning, designing, and selling cloud-based, “as-a-service” transformation initiatives
• Offer end-to-end solutions including solutions assessment and design, requirements planning, business case development, vendor/capability evaluation, and post-sale delivery support
• It is expected that the employee will be a self-starter, able to take vision-level direction, and determine strategies while working with the sales reps to help win the ACG vote
• Develop sales pursuit materials and other business development activities (e.g. proposals, pricing, and Statements of Work)
• Identify opportunities for client account growth and perform a leadership role in conjunction with the sales leaders to close add-on business
• Lead as a brand ambassador for ACG’s full suite of service offerings to meet client needs
• “Maintain a consistently high degree of accuracy and attention to detail in all tasks”
• Work effectively and cooperatively as a member of a program team

Lead Program Governance & Project Workstreams

• Own Contact Center as a Service (CCaaS) transformation programs from kick-off to closure and hold yourself and others accountable to aligned deliverables
• Identify and track key customer KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making, directly tying execution to design and value
• Be accountable for individual and team tasks, deliverables and time management within ACG’s Wrike Project Management Tool
• Identify opportunities to augment program resources to meet timelines, pull deadlines forward and/or relieve any stress or bottlenecks uncovered during the delivery of the program
• Oversee and manage ACG team members either directly or through a matrixed, client-based environment. Lead and Manage Delivery Consultant(s), Delivery Managers, Deployment Consultants and other required team members as part of further PMO pipeline opportunities
• Maintain all ACG-standard documentation for active Programs, keeping all up-to-date, and published where applicable
• Ensure the accuracy of company revenue realization by managing billing milestones with both clients and vendors, and bringing Risks/Issues that would impact timelines to Department leaders
• Provide comprehensive workstream status updates and coordinate with leadership of delivery to keep the client and leadership informed on program status
• Engage with our internal transformation services and delivery teams to develop and document client project scope, goals, deliverables, and timelines

Lead Leadership & SteerCo Relationships

• Lead multiple, simultaneous CCaaS transformation programs from kick-off to closure leveraging your knowledge of contact center infrastructure and CCaaS technology to drive client success while maintaining budget standards
• Manage and nurture vendor and client relationships during every type of engagement whether ACG led or Vendor led
• Own long-term client relationships and identify an additional project for further project engagement opportunities
• Own Quarterly Program Review readouts to include overall Account Health metrics and revenue milestones
• Act in a mentoring capacity to support the career development of direct reports and other colleagues
• Be a champion for the client, escalating issues when necessary and being flexible when needed
• Identify duration, effort, sequence, and dependencies of tasks required to meet applicable objectives
• Obtain agreement from applicable stakeholders on schedule, time management and resource plans, and negotiate changes/adjust project plans as needed and communicate to impacted teams
• Monitor and document project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards.

Build Program Scope & Level of Effort (LoE)

• Create opportunities to explore customer roadmaps and introduce the client to new technology and other offerings to the client. Create and discuss Statements of Work around those items and work with the client to move those SOWs forward.
• Develop project budget, drive delivery execution, and maintain project profitability
• Validate what is included in vendor implementation services and how ACG services can augment performance
• Own complex deployment programs, providing workstream-level ownership and content support where required
• Own PMO/Delivery project proposal development and SOWs, and work with PMO/Delivery teams both internally and externally to develop LoE (level of effort) estimates, detailed task plans, and implementation timelines
• Align capabilities to business strategies, validate requirements with businesses and translate business strategies into capability requirements for engineering teams
• Manage/ensure proper release/deployment of functionality or capability
• Work closely with application teams to develop a migration plan and ensure business functionality and SLAs are met. Consult for optimal design of contact center platforms and propose recommendations to optimize performance. Lead the client to understand the nuances of a CCaaS Transformation Program
• Ensure that controls are identified and operationalized to allow benefit tracking and reporting

Lead CSAT Milestones & Results

• Ensure exceptional customer satisfaction throughout active programs by leading department quality standards, 60%+ CSAT for PMO
• Regularly engage with clients to gather feedback and insights to enhance the outcomes of active programs
• Collaborate with vendors to ensure timely access to resources, support, and product enhancements required for successful project management

Our ideal candidate will:

• Have 5-7 years of experience in project/program management and customer facing work
• Have a Bachelor’s Degree or higher and/or applicable experience
• Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors to implementing new technology to Customer Roadmap discussions post go-live
• Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
• Prove to be highly motivated, with demonstrated success leading cross-functional project teams
• Have direct knowledge of Contact Centers including platforms, vendors, operations and Contact Center as a Service (CCaaS) concepts and industry.
• Have functional knowledge of technical platforms such as Salesforce, Knowledge/Content Management, Marketing and eCommerce systems.
• Anticipate and solve problems – individually, internally, and with clients; Identify risks and issues early and provide recommendations for mitigation or acceptance.
• Be proficient in Microsoft product suite; Excel, Word, Project, Powerpoint,
• Have the ability to manage budgets for transformational programs related to projects/workstreams where ACG resources are involved
• Have experience owning and managing individual and team tasks, deliverables and time within ACG’s Wrike Project Management Tool
• Have experience in generating and monitoring employee schedules and forecasts
• Have experience supporting PreSales tasks and drafting resource pricing models

Preferred Qualifications:

• Have a Project Management Certification (PMI), Agile, Scrum Master or related certifications
• Experience with Genesys Cloud, NICE CXOne or other cloud telephony platforms a plus
• A strong background in contact center technology and industry-leading CCaaS solutions, and will be able to articulate their technical differences and business value to a wide range of audiences
• Experience in CCaaS software design, documenting and implementing enterprise-level clientele

You will love our culture if you are:

• Someone that loves technology, process, as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
• Comfortable communicating through a variety of mediums with many different audiences and objectives
• Great at anticipating and solving problems – individually, internally, and for our clients
• An organized self-starter who is always eager to learn something new
• Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
• A positive force who enjoys working closely with new people and exploring new ideas
• Driven by seeing your work have a direct impact

ACG has a competitive benefits package including:

• 100% coverage of employee health care, vision, and dental insurance
• HSA & FSA plans available
• Disability & Voluntary Benefits available
• 401(k) plan with a 4% employer match
• Generous variable comp opportunity
• Work-from-home monthly incentive
• Inclusive remote working environments
• Team Lunch-n-learns, monthly events & happy hours

• Lead in your day-to-day responsibilities and work together across the organization to achieve desired outcomes
• Manage assigned tasks and objectives from start to finish, accountable to project/program plan integrity and budgets
• Contribute to the internal development of our practice through participation in areas such as business development, training, marketing content, methodology and toolkit development, and recruiting
• Work with leadership to engage in continuous process improvement
• Provide best-in-class services for strategizing, planning, designing, and selling cloud-based, “as-a-service” transformation initiatives
• Offer end-to-end solutions including solutions assessment and design, requirements planning, business case development, vendor/capability evaluation, and post-sale delivery support
• It is expected that the employee will be a self-starter, able to take vision-level direction, and determine strategies while working with the sales reps to help win the ACG vote
• Develop sales pursuit materials and other business development activities (e.g. proposals, pricing, and Statements of Work)
• Identify opportunities for client account growth and perform a leadership role in conjunction with the sales leaders to close add-on business
• Lead as a brand ambassador for ACG’s full suite of service offerings to meet client needs
• “Maintain a consistently high degree of accuracy and attention to detail in all tasks”
• Work effectively and cooperatively as a member of a program tea