Senior Project Manager – Customer Experience Technology

🔥 36 minutes ago

🌐 United States, Canada, +1 more countries – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote 🇬🇷 Greece – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Omilia - Conversational Intelligence

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

💼 Consulting

🛡️ Insurance

✈️ Travel

Consulting • Insurance • Travel

Omilia is a leader in Conversational AI, specializing in voice and chat solutions that enable natural, end-to-end customer interactions. Their Omilia Cloud Platform provides advanced AI-driven customer service tools, including real-time agent assistance, voice biometrics for fraud prevention, and data analytics to enhance customer insights. Serving industries such as finance, insurance, retail, automotive, and travel, Omilia focuses on automating customer service while ensuring a secure and personalized experience.

📋 Description

• Own the full lifecycle of enterprise and mid-market implementations end-to-end, from scoping and planning through go-live and closure, delivering on time, on budget, and to quality standards • Serve as the primary point of contact for enterprise and mid-market clients, building relationships that support renewal and expansion • Act as the connective tissue between internal teams and client stakeholders, resolving blockers before they become delays • Identify risks early and drive mitigation plans proactively across all engagements • Manage project teams effectively, keeping delivery teams aligned to project goals • Bring back lessons learned from each engagement and drive continuous process improvement across the PMO • Define project scope and objectives with stakeholders, validate technical feasibility with delivery teams, and maintain a detailed, living project plan • Anticipate and resolve technical, operational, and organizational issues using structured, analytical thinking • Understand technical tasks behind deliverables well enough to plan, sequence, and challenge estimates • Track technical progress at task level and identify slippage early • Support requirements and design processes, including gathering, clarification, validation, and translation into implementable specifications • Coordinate across engineering, solutions architecture, professional services, and support teams • Prepare and present clear status reports and metrics to internal leadership and client stakeholders

🎯 Requirements

• 8+ years of customer-facing Project Management experience delivering complex, enterprise or mid-market IT/software projects, with demonstrated ownership rather than task execution • Working knowledge of the Conversational AI / Agentic CX space, ideally including Conversational Voice technology (IVR modernization, voice agents, voice biometrics, or similar) • Deep understanding of enterprise CX technology, contact centre operations, and the CCaaS/CPaaS vendor landscape • Strong analytical and structured problem-solving ability, comfortable diagnosing root causes across technical and organizational issues • Excellent communication and presentation skills, with the credibility to manage senior client stakeholders directly • Proven ability to coordinate effectively across cross-functional and cross-departmental teams • Expertise in Project Management methodologies and tools (PMP/PRINCE2 principles, Agile/Scrum, or equivalent experience) • Bachelor's degree in Computer Science, IT, Business, or a related field • Proactive, initiative-taking operator who identifies what needs to happen next without being told • Detail-oriented and results-driven, with the ability to zoom out and think strategically about the client relationship • Comfortable in a fast-moving, dynamic environment managing multiple concurrent engagements • Familiarity with APIs and system integrations

🏖️ Benefits

• Fixed compensation • Long-term employment with the working days vacation • Development in professional growth (courses, training, etc) • Being part of successful cutting-edge technology products that are making a global impact in the service industry • Proficient and fun-to-work-with colleagues • Apple gear • Equal opportunity and diverse, inclusive workplace