Senior Project Manager

- Lead comprehensive CX launch and transformation initiatives for contact centers and back-office operations, from initial planning through to implementation and stabilization. - Define project parameters, including objectives, success criteria, and deliverables, and convert strategic goals into actionable work plans and measurable milestones. - Create and oversee detailed, integrated project schedules, ensuring alignment with Talent Acquisition, Training, Quality, Workforce Management, Reporting, IT, Facilities, Operations, and Executive stakeholders. - Propel cross-functional execution without direct authority, ensuring teams are accountable to deadlines, dependencies, and quality standards. - Manage extensive programs by segmenting them into manageable workstreams with clear ownership, deliverables, and risk management protocols. - Proactively identify, escalate, and mitigate potential risks and issues, implementing structured contingency plans. - Direct governance activities, including executive briefings, status reporting, and metric tracking to ensure transparency and alignment across the organization. - Coordinate operational readiness initiatives, encompassing staffing ramp strategies, facility preparations, systems access, reporting configurations, knowledge transfer, and go-live validation. - Mentor junior project managers, advocating best practices in scope management, schedule oversight, and stakeholder engagement. - Promote continuous enhancement of launch methodologies, standardization, and operational readiness processes.