REQUIREMENTS:?

• Bachelor’s degree in a relevant field or equivalent experience?
• 15+ years of experience in operations management, project management and team leadership supporting a technology organization?
• PMP, PgMP, or SAFe certification strongly preferred.
• Excellent people management and communication skills?
• Hands-on experience with Agile and Waterfall delivery methodologies.
• Proficiency in project portfolio management tools (Jira, Confluence, Smartsheet, MS Project, or equivalent).
• Demonstrated success in managing program budgets and vendor contracts.
• Proven track record of managing large-scale cross-functional projects?
• Strong organizational and time management skills?
• Excellent communication and interpersonal skills?
• Ability to manage multiple projects simultaneously?
• Skilled organizational and project management tools and methodologies?
• Experience with managing technology initiatives for a contact center is a plus?
• Curiosity and expertise in new call center tech trends (omnichannel, generative AI, self-service tools) is a plus

• Portfolio Leadership: Manage a portfolio of technology projects impacting call center platforms, workforce management systems, CRM tools, telephony/VoIP solutions, and AI/automation initiatives.
• Strategic Alignment: Ensure that all projects align with organizational priorities, call center KPIs, and long-term digital transformation goals.
• Vendor Assessment & Selection: Lead RFP/RFI processes, evaluate vendor proposals, and conduct proof-of-concept testing for call center technologies (CRM, telephony, workforce management, AI/automation, analytics).
• Contract & Relationship Management: Negotiate vendor contracts, manage performance, and ensure SLAs are met throughout the vendor lifecycle.
• Program Governance: Establish and maintain governance frameworks, reporting processes, and performance metrics to track progress, budgets, and outcomes.
• Stakeholder Management: Partner with Technology Product Management and serve as the primary liaison between call center leadership, technology teams, vendors, and executive sponsors to align priorities and manage expectations.
• Risk & Issue Management: Identify, assess, and proactively mitigate risks or roadblocks to ensure timely delivery of initiatives.
• Change Management: Oversee adoption and training strategies to ensure smooth integration of new tools and systems into call center operations.
• Continuous Improvement: Recommend enhancements to call center technologies, leveraging automation, analytics, and AI solutions to optimize customer and agent experiences.
• Team Leadership: Mentor project managers and cross-functional team members, fostering collaboration and professional development.