Manager Major Projects

Job Title: Manager - Major Projects (Gen AI)

Reports to (Title): Director Customer Service Projects

Work type: Office

Location: Pittsfield MA Augusta ME Portland ME Orange CT Rochester NY Kirkwood NY

The base salary range for this position is dependent upon experience and location ranging from $134720- $176400

Job Summary

The Manager Major Projects leads enterprisewide coordination of Generative AI initiatives within the customer service organization overseeing prioritization investment planning and execution across business IT and operations. This role ensures alignment of GenAI efforts to strategic objectives manages funding and delivery timelines and provides clear visibility to leadership. The position is accountable for value tracking financial management executive reporting and seniorstakeholder engagement to drive successful realization of GenAI investments.

Key Responsibilities

• Lead enterprisewide coordination of Generative AI initiatives overseeing prioritization investment planning and execution across business IT and operations.

• Serve as the primary point of accountability for aligning GenAI programs to strategic objectives approved funding and delivery timelines.

• Develop and maintain integrated GenAI program plans ensuring initiatives progress from intake through execution with clear ownership and accountability.

• Establish and manage a consistent leadership reporting cadence defining what is reported when it is reported and how progress and outcomes are communicated.

• Design and maintain valuetracking frameworks to measure financial operational and strategic impact of GenAI investments.

• Own programlevel financial management including budget planning forecasting spend oversight and variance management.

• Identify manage and resolve crossfunctional risks dependencies and execution constraints that may impact delivery or outcomes.

• Partner closely with senior business technology and operations leaders to maintain alignment on priorities investment decisions and delivery expectations.

• Ensure disciplined execution governance transparency and decision support across all GenAI initiatives.

• Build and sustain strong seniorstakeholder relationships to support effective communication informed decisionmaking and successful program outcomes.

Required Qualifications

• Bachelors degree in business technology or a related field.

• 810 years of experience in program management portfolio management or enterprise initiative delivery within complex organizations.

• Demonstrated experience leading crossfunctional programs that span business IT and operations.

• Strong financial acumen including experience with budgeting forecasting investment tracking and value realization measurement.

• Proven ability to develop clear executivelevel reporting and communicate progress risks and outcomes to senior leadership.

• Strong stakeholder management skills with experience aligning diverse senior audiences around shared priorities and delivery commitments.

• Excellent organizational problemsolving and execution management capabilities.

Preferred Qualifications

• Experience leading largescale digital data analytics or AIrelated programs.

• Strong executive communication and facilitation skills with the ability to support decisionmaking at the leadership level.

• Experience operating within regulated matrixed or highly complex enterprise environments.

• Business-oriented with excellent presentation and storytelling skills.

• Ability to manage multiple priorities challenging deadlines and technologies.

• Collaborative approach with counterparts in the management team to meet priorities and resolve issues.

• Excellent oral and written communication skills with experience interacting with individuals at all levels including executives.

• Expertise in PMO functions and practices.

• Experience in program management overseeing multiple projects and coordinating dependencies.

• Strong leadership planning and management skills.

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