Principal Project Manager

Cyara

3d•$130,000 - $167,000•Hybrid

About The Position

As the global leader in AI-powered customer experience assurance, Cyara helps recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Their platform optimizes hundreds of millions of customer journeys annually. As enterprises adopt agentic AI, Cyara provides the confidence layer by testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures impact customers. Joining Cyara means shaping the future of customer experience, partnering with major brands, and working with passionate, talented individuals committed to improving customer interactions.

Requirements

Significant experience managing complex enterprise technology implementations or Professional Services engagements, including multiple concurrent projects or portfolios.
Experience leading and developing Project Managers, with the ability and willingness to personally manage projects while also providing team leadership.
Strong executive customer communication and escalation-management skills, gained working directly with customer sponsors and internal leadership on complex engagements.
Demonstrated ability to build or mature PMO processes: templates, governance standards, reporting, and delivery methodology.
Strong understanding of PMI-aligned project-management disciplines, including planning, risk, scope, and change management.
Experience managing project financials — budgets, hours, forecasts, and change requests — and resource plans across a portfolio of engagements.
Experience working across global, cross-functional organizations spanning multiple regions and time zones.
Bachelor’s degree or equivalent experience in business, information technology, or a related field.

Nice To Haves

PMP certification strongly preferred.
Experience with Rocketlane, Salesforce, or comparable PSA platforms preferred.
SaaS, enterprise software, CX, CCaaS, telecommunications, testing/automation, or related technology experience preferred.

Responsibilities

Own a portfolio of complex, multi-phase, and strategic customer implementations and services engagements from initiation through formal completion and closure.
Lead and coach a small team of Project Managers, setting expectations, reviewing project plans, and holding the team accountable to consistent delivery standards.
Personally manage select high-value or high-complexity accounts, staying close to delivery while building the team’s ability to do the same.
Establish consistent project-management standards, templates, and methodologies across Professional Services, covering planning, resource forecasting, effort estimation, and change control.
Define governance for complex, multi-phase, recurring, and long-duration programs, including clear criteria for closing individual phases and full projects instead of leaving them administratively open.
Build the risk management, dependency tracking, and executive escalation practices that keep engagements on track and stakeholders informed.
Partner with Professional Services leadership, consultants, technical resources, Sales, and Customer Success to align delivery plans with customer commitments and business priorities.
Serve as the executive point of contact for project status, risk, and escalation on strategic accounts, communicating directly with customer sponsors and internal leadership.
Build feedback checkpoints at meaningful delivery milestones so customer satisfaction is measured throughout an engagement, not only at its conclusion.
Own project health, milestone, budget, hours, and utilization reporting, using Rocketlane or a comparable PSA platform to give leadership real-time visibility into the portfolio.
Track forecast accuracy, time-to-value, and financial performance across the portfolio, and correct course when projects drift from plan.
Identify systemic delivery risks from portfolio data, recommend process changes, and build the playbooks, templates, and dashboards that let the PMO function scale.