Senior Project Manager, Customer Care Operations

Responsibilities

• Lead strategic and operational projects that support customer care priorities across Mobility and Broadband while improving execution, compliance, and frontline effectiveness.
• Build and enhance scalable project management frameworks, workflows, governance, and delivery methods that increase consistency, speed, and transparency.
• Establish strong partnerships with Technical Experience, Product Development, Sales, Marketing, Customer Care, and executive leadership to ensure seamless execution and business alignment.
• Drive technical implementations, pilots, migrations, upgrades, and delivery planning while maintaining a strong focus on customer experience and low‑effort support outcomes.
• Advance adoption of project management platforms, automation tools, and integrated systems including Salesforce, Microsoft Copilot, Generative AI, Genesys, and Intradiem to improve efficiency and reduce manual effort.
• Develop metrics, dashboards, frameworks, and capacity models to measure PMO effectiveness, forecast needs, and support data‑driven decision‑making.
• Strengthen quality assurance, review processes, and risk mitigation practices to improve delivery accuracy, completeness, and overall project outcomes.
• Partner with sales teams on Statement of Work development, project scoping, and delivery planning to support successful implementations and faster execution.
• Contribute to organizational transformation by introducing innovative practices, improving cross‑functional collaboration, and helping build the future Care Ops+ support model.

• 3+ years of project management or related experience leading cross‑functional business or operations initiatives.
• Experience driving end‑to‑end project execution, including planning, scoping, risk management, and stakeholder communication.
• Ability to build scalable processes, frameworks, and reporting that improve delivery quality and operational efficiency.
• Experience partnering with senior leaders and cross‑functional teams to align projects with business objectives.
• Strong analytical skills with experience using metrics, dashboards, or capacity reporting to guide decisions.
• Bachelor’s degree preferred.
• 7+ years of experience in a large corporate environment.
• Experience with Salesforce, Microsoft Copilot, Generative AI, Genesys, Intradiem, or similar platforms.
• PMO, customer care, technical operations, or call center experience is a plus.
• Experience supporting transformation, automation, or continuous improvement initiatives.
• Strong communication style with a collaborative, transparent, and change‑oriented mindset.