We are seeking a dynamic, self-motivated individual to provide world-class PMO workstreams leadership in support of enterprise CCaaS transformation opportunities. This individual is driven to lead clients through translating their current and future business goals into technical solutions. Our Senior Manager will build relationships with key client leadership and stakeholders to LEAD (Listen , Educate, Align, and Deliver) engagements and ensure a successful transformational experience.
Why We’re Different
Our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.
We Are
A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
Experts in helping clients find cloud-based Contact Center capabilities that enable client and agent experiences while helping provide cost savings.
Passionately focused on solving client issues and building relationships.
Striving to work with cutting edge CCaaS and AI technologies.
A close-knit, professional, fun, hard-working team dedicated to continuous improvement.
Our Clients Are
Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses .
Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations
Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.
How We Solve
Our methodology includes a differentiated approach to Governance, Program, and Project oversight. We ensure all aspects of the Program are accounted for in support of our Enterprise target market.
We LEAD our clients through complex, long-cycle deployment programs and subsequent phases of key deliverables, managing schedules and expectations of business outcomes the capabilities can support.
We establish Governance as a key audience and cadence in support of both program health and client sentiment.
In support of PMO team, our Deployment Services team offers unique skillsets and solutions to implementing key technologies within the initial and ongoing phases of the Program .
Our Senior Manager Of PMO Will
LMA (Lead – Manage – Accountability)
Manage assigned tasks and objectives, accountable to project/program plan integrity and budgets
Contribute to the internal development of our practice through participation in areas such as business development, training, marketing content, methodology and toolkit development, and recruiting
Work with leadership to engage in continuous process improvement
Provide best-in-class services for strategizing, planning, designing, and selling cloud-based, transformation initiatives
Offer end-to-end solutions including solutions assessment and design, requirements planning, business case development, vendor/capability evaluation, and post-sale delivery support
Be a self-starter, able to take vision-level direction, and determine strategies while working with the sales reps to help win
Develop sales pursuit materials and other business development activities
Identify opportunities for client account growth and perform a leadership role in conjunction with the sales leaders to close add-on business
Lead as a brand ambassador for ACG ’s full suite of service offerings to meet client needs
Work effectively and cooperatively as a member of a program team
Lead Program Governance & Project Workstreams
Own transformation programs from kick-off to closure and hold yourself and others accountable to aligned deliverables
Identify and track KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making, directly tying execution to design and value
Identify opportunities to augment program resources to meet timelines
Oversee and manage team members either directly or through a matrixed, client-based environment
Manage billing milestones with both clients and vendors
Provide comprehensive workstream status updates and coordinate with leadership of delivery to keep the client
Engage with our internal transformation services and delivery teams to develop and document client project scope, goals, deliverables, and timelines
Lead Leadership & SteerCo Relationships
Lead multiple, simultaneous transformation programs from kick-off to closure leveraging your knowledge of contact center infrastructure to drive client success while maintaining budget standards
Manage and nurture vendor and client relationships during every type of engagement
Own client relationships and identify an additional project for further project engagement opportunities
Own QPR readouts to include overall Account Health metrics and revenue milestones
Be a champion for the client, escalating issues when necessary and being flexible when needed
Identify duration, effort, sequence, and dependencies of tasks required to meet applicable objectives
Obtain agreement from applicable stakeholders on schedule, time management and resource plans, and negotiate changes/adjust project plans as needed and communicate to impacted teams
Monitor and document project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards.
Build Program Scope & Level of Effort
Create opportunities to explore customer roadmaps and introduce the client to new technology and other offerings to the client.
Develop project budget, drive delivery execution, and maintain project profitability
Validate what is included in vendor implementation services and how services can augment performance
Own complex deployment programs, providing ownership and content support where required
Own project proposal development and SOWs, and work with Delivery teams both internally and externally to develop LoE estimates, detailed task plans, and implementation timelines
Align capabilities to business strategies, validate requirements with businesses and translate business strategies into capability requirements for engineering teams
Work closely with application teams to develop a migration plan and ensure business functionality and SLAs are met. Consult for optimal design of contact center platforms and propose recommendations to optimize performance.
Ensure that controls are identified and operationalized to allow benefit tracking and reporting
Lead CSAT Milestones & Results
Ensure exceptional customer satisfaction throughout active programs by leading department quality standards
Regularly engage with clients to gather feedback and insights to enhance the outcomes of active programs
Collaborate with vendors to ensure timely access to resources, support, and product enhancements required for successful project management
Our Ideal Candidate will
Have 5-7 years of experience in program management
Have a Bachelor's Degree or higher
Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors to implement new technology to Customer Roadmap discussions post go-live
Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
Prove to be highly motivated, with demonstrated success leading cross-functional project teams
Have functional knowledge of technical platforms such as Salesforce, Content Management, Marketing and eCommerce systems
Anticipate and solve problems – individually, internally, and with clients
Be proficient in Microsoft product suite
Have the ability to manage budgets for transformational programs related to projects/workstreams
Have experience owning and managing individual and team tasks, deliverables and time
Have experience in generating and monitoring employee schedules and forecasts
Have experience supporting PreSales tasks and drafting resource pricing models
Preferred Qualifications
Have a Project Management Certification (PMI), Agile, Scrum Master or related certifications
Experience with Genesys Cloud, NICE CXOne or other cloud telephony platforms
A strong background in contact center technology and industry-leading CCaaS solutions
Experience in CCaaS software design, documenting and implementing enterprise-level clientele
You Will Love Our Culture If You Are
Someone that loves technology, process, as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
Comfortable communicating through a variety of mediums with many different audiences and objectives
Great at anticipating and solving problems – individually, internally, and for our clients
An organized self-starter who is always eager to learn something new
Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
A positive force who enjoys working closely with new people and exploring new ideas
Driven by seeing your work have a direct impact
ACG Has a Competitive Benefits Package Including
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
Team Lunch-n-learns, monthly events & happy hours
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
IT Services and IT Consulting
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