CSC Project Manager – Vendor Implementation & Federal Changes

Summary

The CSC Project Manager – Vendor Implementation & Federal Changes is responsible for coordinating vendor implementation activities and federal change efforts impacting the Customer Support Center (CSC) and Training teams. This position reports directly to the Associate Director of the Customer Support Center (CSC) & Training and serves as the CSC-focused project manager responsible for aligning implementation efforts with contractual requirements, operational needs, and organizational priorities.

The role operates within a dual project management structure, functioning as the internal project manager and primary counterpart to the vendor’s project manager to ensure alignment of timelines, deliverables, and implementation outcomes. This project position is scheduled through June 30, 2027.

• Serve as the primary project manager for CSC-related implementation work streams, ensuring alignment between vendor activities, CSC operations, training priorities, and federal requirements.
• Develop, maintain, and monitor integrated project plans that incorporate vendor deliverables, operational needs, training timelines, and federal change impacts.
• Coordinate with the vendor project manager and internal stakeholders to align priorities, timelines, deliverables, and expected outcomes related to CSC changes and federal implementation work.
• Monitor implementation progress by facilitating status meetings, working sessions, and issue resolution, ensuring transparency, accountability, and sustained momentum for all CSC and federal changes impacting the CSC and training teams.
• Validate alignment and completeness of implementation efforts by conducting crosswalks between vendor deliverables, contractual requirements, and operational expectations; elevate gaps and inconsistencies through established governance channels related to the CSC and training teams, including vendor implementation and federal changes.
• Coordinate CSC and Training team engagement to ensure operational readiness, knowledge transfer, and training requirements are fully integrated into implementation planning and execution of organization and federal changes.
• Identify, assess, and manage risks, issues, dependencies, and impacts to timelines, deliverables, and operational readiness; elevate as appropriate.
• Collaborate with internal project managers and cross‑functional partners to ensure CSC and Training impacts are incorporated into broader organizational initiatives including but not limited to federal changes.
• Maintain project documentation and reporting artifacts to support tracking, requirement validation, and implementation visibility.
• Serve as a central coordination point between CSC leadership, Training, vendor teams, and stakeholders to support aligned execution of vendor implementation and federal initiative changes.
• Perform other duties as assigned.

• 4+ years of project‑management experience using planning tools and techniques (e.g., MS Products, Smartsheet), building and managing integrated, multi‑dependency project plans, vendor coordination, and relationship management.
• Strong verbal and written communication skills.
• Ability to negotiate priorities and resolve competing interests.
• Knowledge of contract/vendor deliverable structures and expectations.
• Experience with alignment of cross‑functional priorities within complex operational environments across internal and external stakeholders.
• Ability to integrate operational, training, and compliance requirements into cohesive processes that support consistent service delivery, regulatory adherence, and continuous improvement.
• Knowledge of contractual compliance and deliverable validation practices.
• Ability to synthesize information for different audiences.
• Strong professional judgment and situational awareness.

• Ability to manage knowledge transfer processes effectively.
• Understanding of call center operations and training environments.
• Knowledge of organizational change impacts on operations.
• Knowledge of documentation standards.
• Skill in creating reporting artifacts and status summaries.
• Attention to detail and data accuracy.
• Ability to maintain…