Senior Project Manager Customer Transformation Program
About The Position
We are seeking experienced Senior Project Managers to support a large-scale, customer-facing transformation program. These roles will be aligned to specific functional workstreams and will focus on driving execution across customer experience, CRM, billing, and customer service platforms. This role requires a strong delivery-oriented Project Manager who knows how to drive progress, track execution, and hold teams accountable in complex, cross-functional environments. The Senior Project Manager will partner closely with business leaders, technology teams, and vendors to ensure customer-facing initiatives are delivered effectively and with a strong focus on customer experience outcomes.
Requirements
- 7+ years of experience leading complex, enterprise-scale projects or programs
- Proven experience supporting customer transformation or customer experience initiatives
- Experience working with CRM platforms and customer data workflows
- Strong execution mindset with demonstrated ability to drive delivery and accountability
- Experience managing cross-functional teams across business and technology organizations
- Excellent communication, stakeholder management, and facilitation skills
Nice To Haves
- Experience working with SAP in a customer, billing, or order-to-cash context
- Experience with customer billing systems, IVR platforms, or call center technology
- Background in customer service operations or digital customer experience initiatives
- Experience in utilities, energy, or other regulated industries is a plus
Responsibilities
- Lead execution of customer transformation initiatives aligned to assigned workstreams
- Drive delivery across customer-facing systems and processes, including website interfaces, CRM platforms, billing workflows, IVR and call center technologies, and customer service operations
- Develop and manage detailed project plans, milestones, risks, and dependencies
- Track progress across internal teams and external vendors, ensuring accountability and timely resolution of issues
- Facilitate collaboration across business, IT, customer service, billing, and digital teams
- Provide clear and consistent status reporting to leadership and stakeholders
- Identify delivery risks, dependencies, and gaps impacting customer experience and drive corrective actions
- Ensure initiatives align with broader customer experience strategy and transformation objectives
Benefits
- Healthcare: ICHRA health benefit option available
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
Number of Employees
11-50 employees
