Program Manager - Prodcut & portfolio delivery

VKore Solutions LLC; New Brunswick; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company is seeking a skilled Program Manager with extensive experience in cloud-based Call Center applications. The role involves overseeing strategic programs, managing cross-functional teams, and ensuring project success. Candidates should have strong leadership and stakeholder management skills, with a focus on vendor integration and SaaS implementations.

Qualifications

• 5+ years of program/project management experience with a focus on vendor integration.
• 2+ years of experience with Call Centers and Call Center applications.

Responsibilities

• Migrating from a legacy call center application to a SaaS/cloud solution.
• Develops and manages project plans, including scheduling and resource tracking.
• Ensures timely production and approval of deliverables.

Skills

Leadership

Time Management

Analytical Skills

Problem-Solving

Stakeholder Management

Tools

Genesys Cloud

Job description

Client : Indium Technologies Inc. / Brighton Health Care Plan

The ideal candidate is an experienced program manager with experience implementing cloud-based Call Center applications.

This program manager should have 4+ years of working with 3rd party vendors and can effectively oversee strategic programs or projects that involve multiple workstreams / departments.

They are skilled in managing initiatives from start to finish, leading cross-functional teams and ensuring ongoing program success.

They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements.

Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance.

Responsibilities

• Migrating from a legacy call center application to a SaaS / cloud solution
• Responsible for planning, directing, and coordinating complex product / program implementation including Call Center Applications
• Documents scope, objectives and ensures they align with expected business outcomes.
• Develops and manages project plans, including scheduling and resource tracking
• Defines and implements program / project management standards and processes.
• Ensures timely production and approval of deliverables from business and technology partners.
• Proactively identifies and manages project risks and dependencies.
• Establishes program governance and provides clear communication to all program stakeholders, including senior management.
• Serves as the primary point of contact for program management-related inquiries.
• Works closely with vendors, cross-functional teams, and stakeholders to plan and develop project scope, resources, and timelines.
• Manages project risks, issues, and decisions, prioritizing them effectively.
• Develops and manages project budgets, delivering against business goals.
• Builds and maintains strong vendor and business partner relationships.
• Contributes to internal initiatives to drive efficiencies and best practices.

Skills and Qualifications

• 5+ years of program / project management experience with a focus on vendor integration and SaaS implementations.
• 2+ years of experience with Call Centers and Call Center applications
• Strong leadership, time management, facilitation, and organizational skills
• Strong analytical, problem-solving, and conceptual skills
• Strong working knowledge of change management principles.
• Solid teamwork and interpersonal skills, with the ability to communicate and persuade stakeholders, vendors and management at all levels and thrive in a cross-functional environment.
• Stakeholder management skills in large complex project / program with Internal and external teams preferred.
• Genesys Cloud Call Center experience highly preferred
• Located on Long Island / near Westbury NY a plus

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Project Management and Information Technology