Senior Project Manager

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🕒 Agosto 21

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

👷‍♀️ Gerente de Projetos

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ACLIVITI

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2015

💼 Consultoria

🤝 B2B

👥 B2C

Consulting • B2B • B2C

A Acliviti é uma empresa de estratégia e entrega de experiência do cliente (CX) que combina estratégia de CX, design de jornada, transformação tecnológica e serviços gerenciados para ajudar organizações a melhorar o engajamento do cliente e os resultados operacionais. Eles fornecem orientação imparcial, conectam equipes de negócios e técnicas, e oferecem suporte à execução em plataformas omnichannel, dados e análises, operações em nuvem e gerenciamento de programas de IA. A Acliviti atende clientes corporativos de setores como saúde, serviços financeiros, varejo, hospitalidade, logística e seguros, focando em resultados mensuráveis, alinhamento de stakeholders e gerenciamento operacional a longo prazo.

Descrição

• Lead end-to-end delivery of large-scale CCaaS transformation programs from mobilization through deployment • Own accountability for scope, timeline, budget, and outcomes • Lead cross-functional teams across architecture, engineering, integrations, and operational readiness • Establish responsibilities, expectations, governance standards, executive steering committees, risk reviews, and delivery meeting cadences • Produce status reports, project documentation, meeting recaps, and maintain RAID logs, program pulse, and tracking tools • Oversee multiple workstreams and manage risks, dependencies, issues, mitigations, and escalations • Manage client and vendor billing milestones to support accurate revenue realization • Manage project plans, resource forecasts, and forecasted hours • Act as primary interface for client stakeholders and executive leadership • Lead executive-level meetings and translate complex technical and operational topics into actionable business insights • Partner with Sales on ongoing and future client opportunities • Develop and maintain program plans, timelines, milestones, dependencies, and resource allocations • Review and align 2–6-week sprint planning across delivery teams • Support and manage Level of Effort estimates and SOW development • Own CSAT throughout the program lifecycle and track customer KPIs and metrics • Monitor delivery health, address gaps, and lead post-go-live reviews to ensure continued value realization • Ensure consistent delivery of high-quality outcomes

🎯 Requisitos

• 5-7 years of experience in project/program management and customer facing work in the (CCaaS) digital transformation space • Bachelor's Degree or higher • Experience across all stages of a contact center and digital transformation project, including vendor evaluation, technology implementation, customer roadmap discussions, and post-go-live support • Excellent verbal and written communication skills, with the ability to translate complex findings to non-technical audiences • Demonstrated success leading cross-functional project teams • Functional knowledge of Salesforce and Smartsheet • Proficiency in Microsoft product suite • Ability to manage budgets for transformational programs related to projects/workstreams • Experience owning and managing individual and team tasks and deliverables • Preferred: Project Management Certification (PMI, PMP), Agile (PMI-ACP), Scrum Master (CSM), or related certifications • Preferred: Experience with NICE CXone, Genesys Cloud, or other cloud telephony platforms • Strong background and understanding of contact center technology and leading CCaaS solutions, including ability to articulate technical differences and business value • Experience in CCaaS software design, documentation, and implementation for enterprise-level clients

🏖️ Benefícios

• 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