Change Management Project Manager

Change Management Project Manager

Location: Miami FL - Onsite

We are seeking an experienced Change Management Project Manager to lead and deliver strategic initiatives across our customer experience organization. This role is pivotal in ensuring our contact center platforms processes and teams are aligned to deliver world-class service. Manage cross-functional projects end-to-end driving timelines budgets and outcomes that directly impact both our employees and customers.

What Youll Do

Define and manage scope success criteria deliverables timelines resources and budgets

Collaborate with stakeholders across operations IT training WFM QA and analytics as well as external vendors

Facilitate workshops requirements gathering UAT and rollout planning to ensure smooth implementations

Proactively identify risks dependencies and issues; create mitigation strategies and escalate when necessary

Drive change management and communication plans to prepare agents supervisors and leaders for transitions

Track and report on key project metrics status and outcomes to senior leadership

Ensure compliance with quality security and SLA requirements throughout delivery

Conduct post-implementation reviews and capture lessons learned for continuous improvement

Required:

Bachelors degree in business IT Engineering or related field

5 years of project management experience ideally in Change Management both in IT and the Business

Strong understanding of contact center platforms (ACD IVR CRM WEM CCaaS)

Excellent communication and stakeholder management skills

Proficiency with project management tools (e.g. MS Project Jira Smartsheet Asana)

Strong financial acumen with experience managing budgets and forecasts

Preferred:

PMP PRINCE2 or Agile/Scrum certification

Experience with cloud contact center (CCaaS) platforms

Knowledge of Lean Six Sigma or other process improvement methodologies

Change management experience with large-scale technology or operations transformations