Project Manager (Digital Support)

Diversified Services Network•Peoria, IL

4d•Hybrid

About The Position

Diversified Services Network, Inc. (DSN) is seeking a full-time Project Manager - Digital Support to join our team in Peoria, IL or Chicago, IL. This hybrid role requires three days per week onsite. The successful candidate will serve as the primary point of contact for client relationships, guide new projects through onboarding, oversee steady-state support engagements, and partner closely with a 12-person team to keep support operations running smoothly in a fast-paced environment.

Requirements

Bachelor's degree plus 2-4 years of relevant project management experience, or an equivalent combination of education and experience (4-7 years of total professional experience).
2+ years of project management experience, with fluency in both Waterfall and Agile methodologies.
1+ year of account management or client relationship management experience.
2+ years of proficiency in Microsoft PowerPoint.
Intermediate-level Microsoft Excel skills.
Ability to prioritize work across multiple key initiatives.
Excellent planning and organizational skills.
Strong problem-solving skills with the ability to recommend effective solutions.
Exceptional leadership and networking skills.
Proactive, self-starting approach with a high tolerance for stress in a fast-paced environment.
Excellent communication skills.
Goal-oriented, with a strong ability to meet deadlines.
Ability to work independently with minimal direction or supervision.

Nice To Haves

Previous experience in the support industry.
Additional Microsoft Office experience.
2+ years of experience in a contact center environment.

Responsibilities

Manage day-to-day delivery of 6-8 concurrent digital support projects, from onboarding new engagements through ongoing management of steady-state support.
Own overall client relationship management, serving as the primary point of contact for business partners and stakeholders.
Analyze support data to identify trends and inform continuous improvement.
Develop and lead monthly business reviews with business partners and stakeholders.
Identify new scope opportunities and prepare scoping and quoting as needed.
Manage project budgets, including quarterly reviews and annual quote refresh and development.
Coordinate resolution of support complaints and associated communications, including case outliers and escalations.
Participate in quarterly PI Planning.
Collaborate with a 12-person team to manage risk, new scope, and monthly refresh cycles, ensuring a consistently high-performing support organization.