Director, Strategic Projects – Managed Services

Keystone Advisors•Houston, TX

1d•Remote

About The Position

KosmosDX is a technology-driven Managed Services Provider (MSP) specializing in modern contact center and customer experience platforms. We partner with our clients to design, operate, and continuously improve mission-critical systems that power customer engagement. As a fast-growing startup, we value ownership, adaptability, and leaders who bring clarity and discipline without bureaucracy. Director, Strategic Projects, Managed Services owns the execution, operational excellence, and continuous improvement of KosmosDX’s Managed Services vertical. This role ensures client contact center environments operate reliably, projects are delivered predictably, and internal teams are aligned around clear priorities. This is a hands-on, high-ownership role in a startup environment. The ideal candidate thrives in ambiguity, can shift between strategic planning and tactical execution, and is comfortable wearing multiple hats to support the business.

Requirements

6+ years of experience in Project Management, Delivery Management, or Program Management
Experience in MSP, SaaS, or technology services environments
Strong understanding of contact center operations and platforms
Proven ability to manage multiple projects and stakeholders simultaneously
Exceptional organizational, communication, and problem-solving skills

Nice To Haves

Experience working closely with Product and Engineering teams
Familiarity with Agile, Scrum, or Kanban delivery models
Experience scaling managed services or operational teams
PMP, Agile, or similar certifications (nice to have)

Responsibilities

Own day-to-day delivery and operational health of managed services clients.
Ensure stability, performance, and uptime of contact center platforms and integrations.
Serve as the primary escalation point for client operational issues and incidents.
Lead incident response, root cause analysis, and preventative improvement initiatives.
Maintain strong client relationships through clear communication and accountability.
Plan, track, and deliver multiple concurrent client projects and enhancements.
Define scope, timelines, dependencies, and milestones; manage risks proactively.
Ensure projects and “core rocks” are organized, visible, and delivered on time.
Drive cross-functional execution across Product, Engineering, and Operations.
Maintain accurate, up-to-date project tracking and reporting in Jira.
Own delivery workflows using Jira and Confluence.
Ensure operational runbooks, SLAs, and escalation paths are documented and current.
Leverage Tableau and reporting tools to provide operational visibility and insights.
Continuously improve processes to reduce friction and increase predictability.
Support Product and Engineering teams during slower client delivery periods.
Assist with backlog organization, release coordination, and roadmap execution.
Act as a delivery partner to help improve execution velocity and clarity.
Take on additional responsibilities as needed to support the growth of the company.
Help shape how KosmosDX scales its Managed Services operations.
Model ownership, accountability, and a solutions-oriented mindset.