Senior Project Manager - Hybrid

Genesis10•West Des Moines, IA

15h•Hybrid

About The Position

Genesis10 is seeking a Senior Project Manager for a hybrid role (3 days a week onsite) with a Global Financial Institution. This is a 12+ month contract opportunity. The role is part of a major strategic initiative, a multi-year Contact Center Modernization program aimed at transforming customer interactions. The Senior Project Manager will lead wave-based migrations of contact center operations to a modern cloud platform, working closely with executive leadership, technology teams, and contact center operations.

Requirements

7+ years of Project Management experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education
Extensive experience in project management, change delivery, and change management within the financial services industry
Strong understanding of contact center operations and consumer banking
Proven ability to manage projects using both Waterfall and Agile methodologies
Ability to work in a fast-paced, high-stakes environment with shifting priorities

Nice To Haves

Experience with cloud platform migrations, especially involving customer service agents
Familiarity with technology integrations impacting agent performance and scheduling
Experience with Monday.com or similar project management tools
Understanding of cloud technologies and their impact on contact center functionality

Responsibilities

Lead end-to-end delivery of large-scale migration waves impacting customer-facing operations
Consult as an expert to develop or influence initiatives and resources for highly complex business and technical needs across Project Management
Influence executive stakeholders and shape enterprise priorities
Coordinate across a team of project managers in a complex, high-impact environment
Drive cloud transformation across IVR, agent workflows, and workforce management systems
Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption
Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases
Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions
Oversee integration of technologies such as IVR systems and agent scheduling tools

Benefits

Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF, and Illinois)