Project Manager - Contact Center Modernization

About the Role

We are seeking an experienced Senior Project Manager (PM5) to lead critical migration waves within a large-scale Contact Center Modernization program—one of the top strategic initiatives driving transformation across the enterprise.

This multi-year effort (through 2027) is focused on migrating customer-facing contact center operations to a modern cloud platform, redefining how millions of customers engage with the organization while enhancing agent productivity and operational efficiency.

This role operates at the center of a highly visible transformation, partnering closely with executive stakeholders, technology teams, and contact center operations to deliver measurable business impact.

What You’ll Do

Program & Delivery Leadership

• Own end-to-end delivery of large-scale migration waves—from discovery and planning through execution, deployment, and post-launch stabilization
• Drive execution across complex, cross-functional programs impacting customer-facing operations
• Ensure alignment with enterprise priorities, timelines, and governance standards

Stakeholder Management & Influence

• Partner with senior business leaders and executives to shape priorities and drive adoption
• Provide clear, data-driven updates to leadership on program status, risks, and outcomes
• Influence decision-making in a high-stakes, fast-paced environment

Cross-Functional Coordination

• Collaborate with a team of ~16 project managers, ensuring consistency, knowledge sharing, and alignment across migration waves
• Work closely with technology, operations, and product teams to ensure seamless integration and execution
• Coordinate dependencies across multiple workstreams and stakeholders

Transformation & Change Management

• Lead cloud migration initiatives impacting contact center platforms, including:
• IVR systems
• Agent workflows
• Workforce management and scheduling tools
• Drive organizational change management strategies to ensure successful adoption
• Support command center activities during migration waves, including onsite coordination when required

Minimum Qualifications

• 7+ years of project or program management experience (or equivalent experience across consulting, military, or education)
• Strong background in enterprise delivery within financial services
• Proven experience leading large-scale, complex transformation programs
• Deep understanding of contact center operations and consumer banking environments
• Demonstrated expertise in both Agile and Waterfall methodologies
• Strong stakeholder management skills with ability to influence at executive levels

Preferred Qualifications

• Experience with cloud platform migrations, especially in customer service/contact center environments
• Familiarity with IVR, agent desktop, and workforce management systems
• Experience managing wave-based or phased migration programs
• Proficiency with project management tools such as Monday.com (or similar platforms)
• Ability to operate in high-visibility programs with shifting priorities and tight timelines

Work Environment & Expectations

• Hybrid role with 3 days per week onsite
• May require extended hours or flexible schedules during critical migration phases
• Occasional participation in on-site command center operations during deployments