This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Project Manager, CX PMO based in the United States.
This is a high-impact program leadership role within a fast-scaling Customer Experience organization undergoing significant transformation. You will lead complex, cross-functional initiatives that directly shape how millions of customers and users interact with core support and service systems. Operating in a highly dynamic, AI-enabled environment, you will bring structure, clarity, and execution rigor to large-scale programs spanning Product, Engineering, Operations, and Governance teams. The role requires strong judgment in ambiguous situations, with ownership from planning through execution and delivery. You will also contribute to evolving the PMO operating model, helping define how AI and automation reshape project delivery at scale. This position offers high visibility with senior leadership and the opportunity to influence strategic initiatives with measurable customer impact.
Accountabilities:
In this role, you will lead end-to-end delivery of high-complexity, cross-functional initiatives within the Customer Experience organization, ensuring alignment across stakeholders and successful execution of strategic priorities. You will operate as a key driver of structure and accountability in an environment where speed, scale, and clarity are essential.
- Lead large and extra-large CX initiatives from planning through execution and closure, ensuring clear scope definition, sequencing, and delivery governance
- Own “Hero Projects” and strategic transformation programs, including AI-enabled initiatives that redefine PMO operating models and workflows
- Coordinate across Product, Engineering, Operations, Legal, Security, and CX teams to drive alignment and remove execution blockers
- Build and maintain executive-level reporting, dashboards, and communications for Directors, VPs, and cross-functional leadership teams
- Manage dependencies, risks, and resourcing across multiple workstreams in parallel, ensuring delivery timelines and outcomes are met
- Drive pre-planning activities, including scope validation, dependency mapping, and resource readiness before execution cycles begin
- Contribute to the evolution of PMO standards, frameworks, and AI-driven delivery practices to improve scalability and efficiency
- Facilitate stakeholder alignment and decision-making in ambiguous, fast-changing environments without predefined playbooks
Requirements:
This role requires strong program management expertise, advanced communication skills, and the ability to operate effectively across complex, multi-stakeholder environments. You should be comfortable translating ambiguity into structured execution plans while influencing senior leaders.
- 5+ years of project or program management experience in technology, operations, or customer experience environments
- Proven experience leading large-scale, cross-functional programs with high complexity and multiple dependencies
- Strong ability to manage ambiguity and design structure in environments without established frameworks
- Excellent communication and storytelling skills, with experience presenting to Director- and VP-level stakeholders
- Demonstrated ability to create and maintain project artifacts such as plans, status reports, risk logs, and executive updates
- Strong organizational skills with the ability to manage multiple initiatives in parallel with competing priorities
- Experience working with PMO frameworks, Agile or hybrid methodologies, and project management tools (e.g., Jira, Asana, Smartsheet)
- Bachelor’s degree or equivalent practical experience in a related field
Benefits:
- Competitive compensation with performance-based incentives
- Equity or long-term incentive opportunities (where applicable)
- Comprehensive health, dental, and vision insurance
- Flexible remote-first work environment with autonomy and trust
- Generous paid time off and paid holidays
- Parental leave and family support programs
- Mental health and wellness resources, including employee assistance programs
- Learning and development support, including training and upskilling resources
- Opportunities to contribute to high-impact, company-shaping transformation initiatives.