Senior Project Manager

Intradiem is a technology company on a mission to reinvent customer service through automation. The Senior Project Manager will own end-to-end delivery of internal initiatives and process improvement projects, manage complex technical client engagements, and build strong relationships with internal stakeholders.

Responsibilities:

• Own end-to-end delivery of internal initiatives and/or process improvement projects for all areas of the organization including planning, executing and delivering
• Manage and own quality of delivery for complex technical client engagements (typically categorized as more than 1 ACD and 1 WFM integration) including planning, executing and delivering
• Develop and maintain comprehensive project plans and schedules, ensuring effective management of inter-dependencies, risk mitigation, change control, and project team communication
• Build and nurture strong relationships with internal stakeholders through networking and providing adequate project team support
• Communicate project status, issues, risks, and changes to project team members, stakeholders, and senior management
• Lead customer kick-off meetings, status meetings, and milestone reviews with executive presence
• Guide the project team in the planning process, defining appropriate processes, securing necessary resources, and ensuring contractual compliance
• Review external documents to identify potential technical, logistical, or business issues, and collaborate with Sales and Contracts teams to address them effectively
• Proactively support customers and partners throughout the implementation cycle, ensuring their needs and goals are met
• Stay up-to-date on changes in technology, customer environments, and product direction; assess the impact of these changes on project efforts and communicate implications and strategies to stakeholders effectively
• Serve as the primary escalation owner, driving cross-functional resolution and executive-level communication
• Ability to travel up to 10%
• Conduct all business in accordance with Intradiem policies and procedures
• All other duties as assigned

Requirements:

• Bachelor's degree in business, technology, or a related field
• 3+ years of experience in project and/or program management, with a track record of successfully delivering complex projects
• Experience in managing internal company projects, process improvement initiatives, and technical engagements
• Experience using modern project and delivery management tools
• Strong knowledge of project management best practices and the ability to adapt methodologies based on delivery needs
• Exceptional organizational, interpersonal, analytical, and problem-solving skills to effectively manage risks and ensure project success
• Demonstrated ability to build and maintain long-term relationships with customers, treating projects as long-term commitments
• Strong verbal and written communication skills, with the ability to develop compelling presentations and present to diverse audiences
• Ability to travel up to 10%
• Conduct all business in accordance with Intradiem policies and procedures
• All other duties as assigned
• PMP or other project management certification
• Experience working with Salesforce/Certinia or comparable CRM or Professional Services platforms
• Previous experience in managing SaaS-based or technical projects
• Knowledge of contact center operations and industry practices