Senior Consultant, Project Program Management

Dell Technologies•TX, TX

3d•$166,000 - $228,000•Onsite

About The Position

Digital self-serve is central to how customers get support today, and expectations keep rising as conversational and agentic AI reshape every channel. This role owns the strategic direction of CSG’s self-serve portfolio – spanning product, voice, web and portal channels – setting the CSG Annual Operating Plan and driving Services Modernization, while directing the Consultant-level program managers executing across each channel. Join us as a Senior Consultant on our Project/Program Management team to do the best work of your career and make a profound social impact in Round Rock, Texas.

Requirements

15+ years of experience in program management, product strategy or digital customer support, including experience directing the work of other program managers, or equivalent experience.
Demonstrated experience setting up annual operating plans and driving multi-year modernization strategies for a large digital or self-serve organization.
Strong track record shaping strategy across conversational/voice AI, embedded product support, web self-serve and B2B portal/API experiences.
Executive-level stakeholder management and communication skills, with a track record of influencing senior leadership and directing cross-functional teams without direct authority.
Deep experience with portfolio tools, BI and enterprise measurement frameworks.
Experience operating across large, matrixed, global organizations.

Nice To Haves

Bachelor’s degree; advanced degree a plus.
Familiarity with server and storage product and support environments.
Experience with intent modeling, NLU, agentic AI systems or B2B services APIs.

Responsibilities

Own the CSG Annual Operating Plan, setting priorities, investment cases and success metrics for the self-serve portfolio across product, voice/phone, web and portal channels.
Drive Services Modernization strategy, including MOD 2.0 execution, aligning engineering, product and support leadership around a shared roadmap.
Direct and coordinate the work of the Consultant-level program managers aligned to product, voice/phone, web and portal, ensuring their roadmaps ladder up to a single cross-channel strategy.
Define the enterprise measurement framework for self-serve performance and hold channel teams accountable for utilization and containment targets.
Partner with Digital Support and CSG leadership, for global strategic oversight of self-serve investments and outcomes.
Build and present executive-ready strategy, roadmap and business-case materials to senior leadership and cross-functional stakeholders.
Influence and align senior stakeholders and engineering leaders across the organization, driving progress without direct authority over their resources.