- Serve as the first point of contact for customers across phone and chat - Guide customers toward the right next step in their journey with minimal friction - Ask thoughtful, targeted questions to clarify goals, constraints, and missing information - Resolve simple issues when appropriate to reduce unnecessary transfers - Apply SOPs and workflow logic while adapting to real-world customer scenarios - Use AI-assisted intake and routing tools as decision support, applying judgment to ensure quality - Set customers and downstream teams up for success through clear documentation and accurate handoffs - Maintain clean, complete data in internal systems - Provide feedback on workflows and flag gaps or edge cases - Handle high volumes of inbound inquiries while maintaining accuracy, clarity, and professionalism

Role Description As a Senior Project Manager, you will be intensely involved in business process consulting; you will define the problem, propose and create the solution. You will also play an important role in the development, configuration and deployment of the overall solution. You will guide teams on project processes, deliverables and contribute to the proposal development, client training and internal capability building and help detail the project scope. You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape. Qualifications - Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. - At least 11 years of experience with Information technology. - This position may require travel to Project / client locations. - This role may involve elevated access to Impact Level 4 (IL4) data and/or security requirements for handling controlled unclassified information (CUI) and sensitive data as defined by US Department of Defense (DoD). Hence the eligible candidates must be US citizens or Permanent Residents only. Requirements - Take end-to-end bottom line responsibility for development and production support projects in Retail insurance business for a major insurance carrier using a Global delivery model. - Manage project risks; ensure successful delivery and implementation; take complete ownership of people and their performance management. - Take ownership for billing and allocation, project updates in our budgeting system and providing revenue best estimates (BE) to management and running the project at CMMI level 5 quality standards. - Proposals/Change Requests: Creating and getting internal/client approvals for SOWs (statements of work) or Change requests within established SLAs. - Project Scoping: Own the change management to scope. - Service Level Agreements (SLAs) – Ensure that the contractual production support SLAs agreed with the client are met. - Estimation: Lead and review the estimation activities considering organizational/unit Quality & Productivity goals. - Resource Planning: Arrange plan. - Scheduling: Prepare a detailed project schedule, baseline, manage changes. - Risk Planning/Mitigation: Create a risk management plan identifying risks and execute mitigation steps. - Project Tracking, Control & Report: Assign work, track project scope or ticket backlog reduction. Review and control all the project phases to ensure on time and within budget delivery. - Run weekly and bi-weekly status and governance meetings with clients on production support and staff augmentation development status. - Monthly contractual obligations tracker updates and meeting with client. - Providing status updates in quarterly steering committee meetings. - People Management: Plan for and guide the senior members in the team to train/mentor the junior members in the team to ensure competency development and growth without impacting project schedule and budget. - Implement performance management as per organizational guidelines. Manage a team size of 30 full time employees with 12 among them being direct reports. - Financials: Ensure timely and accurate billing, accurate project budgeting updates and providing revenue best estimates (BE) to management. - Azure Migration Strategy and Pi/PO to BTP Migration. Benefits - Medical/Dental/Vision/Life Insurance - Long-term/Short-term Disability - Health and Dependent Care Reimbursement Accounts - Insurance (Accident, Critical Illness, Hospital Indemnity, Legal) - 401(k) plan and contributions dependent on salary level - Paid holidays plus Paid Time Off

• Collaborate with the Regulatory team to manage accreditation timelines for new partner sites, ensuring operational readiness for Board of Nursing (BON) visits and regulatory audits to support timely approval and launch. • Lead the transition of partner data from HubSpot into Smartsheet, building and maintaining dashboards that provide real-time project visibility to the VP of Operations. • Own end-to-end project management of partner site launches, including coordination of facilities readiness, equipment and supply procurement, and IT and systems integration. • Manage launch budgets, track CapEx and OpEx, and ensure financial accountability throughout the implementation process. • Ensure all “Closed-Won” deliverables in HubSpot are accurately translated into actionable project plans and tracked to completion. • Partner with HR and Recruitment to lead hiring, onboarding, and training of site-level staff required to operate partner locations. • Lead weekly and as-needed cross-functional launch readiness meetings with Admissions, Marketing, Academic Affairs, Financial Aid, Student Services, IT, Regulatory Compliance, and Clinical Clearance teams to resolve risks, drive alignment, and manage scope. • Serve as the primary point of contact for partners during implementation, managing expectations and delivering a high-touch, collaborative launch experience. • Other duties as assigned.

• Support to project managers • Assistance in compiling technical studies • AMOA/AMOE assistance • Coordination of operations and interfaces • Reporting, preparation of funding agreements, drafting quality documentation • Preparation of operational programs • Execution and management of operations