What are the responsibilities and job description for the Senior Project Manager - Contact Center Transformation position at American Unit, Inc.?
Senior Project Manager (Contact Centers)
Contract (12 weeks)
Chicago, IL
Customer: United Airlines
A proven track record of managing technical projects for contact centers or call centers is required. This role is hybrid and on-site in Chicago IL, 2 days per week
Job Description
Senior Project Manager Contact Center Transformation (Hybrid, Chicago, IL)
The Select Group is seeking a dynamic and experienced Senior Project Manager to lead a critical contact center transformation initiative. This role will focus on the successful technical delivery of a new tech stack, incorporating platforms such as Salesforce and Cisco Dynamics, while providing strong leadership, technical expertise, and collaboration with cross-functional teams. The ideal candidate will have a proven track record in managing contact center application projects and thrive in an Agile environment. This position requires the ability to deliver results under tight deadlines, and effectively communicate with senior executives for a global travel company. This is a unique opportunity to lead a high-impact transformation project in a fast-paced, evolving environment. As a Senior Project Manager, you'll play a pivotal role in shaping the future of our contact center operations, collaborating with top-tier talent, and driving technology-driven success across the organization. If you thrive in managing complex, mission-critical projects and are passionate about delivering results under pressure, we want to hear from you!
Please note, that this role requires one to be on-site in Chicago, IL two days a week.
Senior Project Manager Day-to-Day
- Lead and manage the execution of the contact center transformation initiative, ensuring alignment with business goals and technical requirements.
- Act as the primary point of contact for all project-related communication, coordinating with internal and external stakeholders, including executive leadership.
- Drive decisions on the best approach for integrating new systems and optimizing contact center infrastructure and operations.
- Develop and deliver high-quality presentations to senior executives using master templates, providing updates on project progress, risks, and key decisions.
- Collaborate with the PMO and finance teams to track budgets, allocate resources, and forecast project-related expenses.
- Translate business requirements into actionable tasks for the technical team, ensuring timely and effective solution delivery.
- Manage multiple concurrent projects, balancing competing priorities and ensuring deadlines are met in a high-pressure, fast-paced environment.
Senior Project Manager Must-Have Skills:
- 7 years of experience in project management, with a minimum of 3 years in a senior leadership role.
- Proven track record of managing technical projects for contact centers with a strong understanding of contact center technology stacks, ideally involving Salesforce, Cisco Dynamics, or similar platforms.
- In-depth experience with Agile methodologies (Scrum, Kanban, etc.) and a demonstrated ability to lead projects in an Agile and Waterfall environment.
- Solid experience in managing large-scale, multi-faceted projects with multiple stakeholders, ensuring alignment across teams and departments.
- Experience creating executive-level presentations using master templates, ensuring consistent formatting, clarity, and professionalism.
Senior Project Manager Bonus Skills:
- Experience with contact center transformation projects is highly preferred.
- Airline industry experience is a plus but not required.
