Sr.Program Manager – Contact Center Transformation

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Program Manager – Contact Center Transformation based in United States.

This role sits at the center of large-scale digital and operational transformation initiatives, focused on redefining and modernizing enterprise contact center capabilities. The Program Manager will lead complex, multi-stream programs that span technology, operations, and customer experience functions, ensuring successful delivery from strategy through execution. This is a highly visible leadership role requiring strong coordination across global teams, vendors, and senior stakeholders. The environment is fast-paced and transformation-driven, with significant emphasis on cloud-based contact center platforms such as Amazon Connect. The role blends strategic planning with hands-on program execution, including governance, risk management, and performance tracking. You will play a critical role in shaping customer experience outcomes while enabling operational efficiency at scale.

• Lead end-to-end delivery of large-scale contact center transformation programs, ensuring alignment across scope, timeline, budget, and quality expectations while driving measurable business outcomes.
• Manage multiple concurrent initiatives across geographically distributed teams, coordinating cross-functional stakeholders from business, technology, operations, and external vendors.
• Establish and maintain strong program governance frameworks, including executive reporting, risk and issue management, dependency tracking, and escalation processes.
• Oversee program planning activities including resource allocation, budget management, and delivery roadmaps to ensure successful execution of transformation initiatives.
• Partner closely with contact center operations and technology teams to enhance customer experience, improve efficiency, and support workforce optimization initiatives.
• Drive adoption of delivery best practices across Agile, Waterfall, or hybrid methodologies while ensuring consistency in execution and documentation.
• Manage vendor relationships and external partners to ensure alignment with project goals and delivery standards.

Requirements:

• 8+ years of experience in program or project management delivering large-scale technology or business transformation initiatives, preferably within contact center environments.
• Proven experience leading contact center transformation programs, with strong understanding of customer experience (CX) operations and technologies.
• Demonstrated expertise in stakeholder management, including regular engagement with executive-level leadership and cross-functional teams.
• Strong background in managing distributed teams and complex, multi-workstream program structures.
• Experience working with Agile, Waterfall, or hybrid delivery methodologies in fast-paced environments.
• Strong analytical, organizational, and problem-solving skills with the ability to manage competing priorities effectively.
• Bachelor’s degree in Business, Technology, Engineering, or a related field.

Benefits:

• Competitive salary with performance-based incentives
• Comprehensive healthcare and dental coverage
• Retirement savings plan (e.g., 401k)
• Flexible work arrangements depending on project and client needs
• Paid time off and holiday benefits
• Access to professional development and certification support (PMP, Agile, cloud technologies, etc.)
• Exposure to large-scale digital transformation programs and cutting-edge contact center technologies