Project Manager, Contact Center

Cellular Sales Verizon Authorized Retailer•Knoxville, TN

22d•Remote

About The Position

Summary/Objective The Project Manager supports Cellular Sales’ Contact Center leadership by driving the planning, execution, and delivery of strategic initiatives. This role ensures projects are scoped effectively, executed on time, and communicated clearly across stakeholders. Acting as a central liaison between operations, headquarters, and market teams, the Project Manager owns the full project lifecycle—from definition and planning through launch, optimization, and post-implementation review. Success in this role is measured by the ability to deliver projects that enhance operational efficiency, customer engagement, and organizational alignment.

Requirements

High School diploma or GED
3+ years project experience (creation and maintenance)
Project Management certification
Proficiency with Microsoft tools (Visio, Planner, Project, Excel, Word) and ServiceNow

Nice To Haves

PMP Certification
Lean Six Sigma Green Belt
Bachelor’s degree in Business Administration or a similar field
Change Management certification
Proficiency with CRM-A

Responsibilities

Lead the end-to-end planning and execution of contact center projects, ensuring alignment with business objectives.
Define scope, requirements, timelines, and deliverables; manage risks, dependencies, and change control.
Develop and maintain project schedules, ensuring milestones are achieved on or ahead of deadlines.
Track project costs and resources to remain within budget and deliver measurable ROI.
Document project plans, processes, and outcomes for accurate tracking, reporting, and future reference.
Implement proven strategies to improve current workflows and introduce new processes where needed.
Serve as the primary point of contact between Contact Center leadership, cross-functional departments, and external partners.
Facilitate clear, consistent communication across all stakeholders, ensuring alignment and closed-loop feedback.
Provide regular updates on project status, risks, and outcomes to senior leadership and impacted teams.
Create and deliver executive-level presentations to communicate project progress, outcomes, and recommendations.
Conduct ongoing touchpoints with stakeholders to ensure adoption, effectiveness, and continuous improvement of implemented processes.