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Senior Program Manager – Contact Center Transformation
Location
Missouri
Posted
4 days ago
Salary
$75 - $80 / hour
Seniority
Senior
Job Description
Senior Program Manager – Contact Center Transformation
Brillio
• Lead end-to-end delivery of complex contact center transformation programs and strategic initiatives. • Manage multiple concurrent projects, ensuring delivery on scope, schedule, budget, and quality. • Collaborate with business leaders, technology teams, operations, and external partners to define project objectives and execution plans. • Drive program governance, including status reporting, risk management, issue resolution, and executive communications. • Lead cross-functional and geographically distributed teams to achieve project milestones. • Partner with contact center operations to improve customer experience, operational efficiency, and workforce performance. • Manage project budgets, resource planning, and vendor relationships. • Establish and maintain project management best practices, methodologies, and documentation. • Identify dependencies, proactively manage risks, and ensure timely escalation of critical issues. • Foster collaboration, accountability, and continuous improvement across project teams.
Job Requirements
- Bachelor's degree in Business, Information Technology, Engineering, or a related field.
- 8+ years of project or program management experience delivering large-scale business or technology initiatives.
- Significant experience in contact center operations and transformation programs.
- Proven people management experience, including leading cross-functional and matrixed teams.
- Strong stakeholder management and executive communication skills.
- Experience managing Agile, Waterfall, or hybrid project delivery methodologies.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Strong analytical, organizational, and problem-solving skills.
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