Principal Project Manager

🕒 5 days ago

🇺🇸 United States – Remote

💵 $130k - $167k / year

⏰ Full Time

🔴 Lead

👷‍♀️ Project Manager

👻 Ghost score 1%

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Cyara

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 Private Equity Round on 2022-01

Consulting • Healthcare • Marketing

Cyara is an AI-led customer experience assurance platform that provides comprehensive solutions for monitoring, testing, and optimizing customer journeys across various channels. The platform supports seamless testing of IVRs, chatbots, live voice interactions, and cloud contact centers, ensuring flawless customer interactions and experiences. Cyara's innovative approach utilizes sophisticated bots to simulate real customer interactions, identify issues, and improve performance before any customer impact occurs. With its no-code, user-friendly interface, Cyara enables companies to innovate faster, mitigate risks, and maintain a customer-centric focus while achieving significant ROI and cost savings. Trusted by top technology, health insurance, and car insurance companies, Cyara plays a crucial role in enhancing customer satisfaction and operational efficiency.

📋 Description

• Own a portfolio of complex, multi-phase, and strategic customer implementations and services engagements from initiation through formal completion and closure • Lead and coach a small team of Project Managers, setting expectations, reviewing project plans, and ensuring consistent delivery standards • Personally manage select high-value or high-complexity accounts • Establish project-management standards, templates, and methodologies across Professional Services • Define governance for complex, multi-phase, recurring, and long-duration programs • Build risk management, dependency tracking, and executive escalation practices • Partner with Professional Services leadership, consultants, technical resources, Sales, and Customer Success • Serve as executive point of contact for project status, risk, and escalation • Build customer-satisfaction feedback checkpoints at meaningful delivery milestones • Own project health, milestone, budget, hours, and utilization reporting using Rocketlane or comparable PSA platforms • Track forecast accuracy, time-to-value, and financial performance across the portfolio • Identify systemic delivery risks and develop process changes, playbooks, templates, and dashboards • Report to the Senior Director, Professional Services

🎯 Requirements

• Significant experience managing complex enterprise technology implementations or Professional Services engagements, including multiple concurrent projects or portfolios • Experience leading and developing Project Managers • Strong executive customer communication and escalation-management skills • Demonstrated ability to build or mature PMO processes, including templates, governance standards, reporting, and delivery methodology • Strong understanding of PMI-aligned project-management disciplines, including planning, risk, scope, and change management • Experience managing project financials, including budgets, hours, forecasts, and change requests • Experience managing resource plans across a portfolio of engagements • Experience working across global, cross-functional organizations spanning multiple regions and time zones • Bachelor’s degree or equivalent experience in business, information technology, or a related field • PMP certification strongly preferred • Experience with Rocketlane, Salesforce, or comparable PSA platforms preferred • SaaS, enterprise software, CX, CCaaS, telecommunications, testing/automation, or related technology experience preferred

🏖️ Benefits

• Competitive pay • Comprehensive benefits • Flexible work options • Recognition programs • Employee well-being focus • Global team and collaboration opportunities • Continuous learning and growth opportunities