Senior Consultant, Project Program Management

Dell Technologies Inc.; Austin (TX); On-site; USD 166,000 - 228,000; Full time

Job summary

Dell Technologies in Round Rock, Texas seeks a Senior Consultant in Project Program Management to guide the self-serve portfolio across product, voice, web and portal channels, and to set the annual operating plan. The role leads program managers, aligns with engineering and support leadership, and delivers executive-ready strategy, roadmaps, and business cases to senior leadership.

A track record of 15+ years in program management and strong stakeholder management is essential; deep experience

Qualifications

• 15+ years of program management or digital customer support leadership.
• Experience setting annual operating plans and multi-year modernization strategies.
• Proven ability to influence senior leadership and direct cross-functional teams.
• Deep experience with portfolio tools and enterprise measurement frameworks.
• Experience operating in large, matrixed global organizations.

Responsibilities

• Set strategic direction for self-serve portfolio and define the operating plan.
• Direct and coordinate consultant-level program managers across channels.
• Develop and present executive strategy, roadmaps, and business cases.
• Partner with leadership for global strategic oversight of investments and outcomes.
• Define enterprise measurement framework and track utilization and containment.

Skills

Program management

Product strategy

Digital customer support

Stakeholder management

Cross-functional leadership

Measurement frameworks

Education

Bachelor's degree

Advanced degree a plus

Tools

BI tools

Portfolio/analytics tools

Job description

Senior Consultant, Project Program Management

Digital self-serve is central to how customers get support today, and expectations keep rising as conversational and agentic AI reshape every channel. This role owns the strategic direction of CSG's self-serve portfolio - spanning product, voice, web and portal channels - setting the CSG Annual Operating Plan and driving Services Modernization, while directing the Consultant-level program managers executing across each channel.

Join us as a Senior Consultant on our Project/Program Management team to do the best work of your career and make a profound social impact in Round Rock, Texas.

What you'll achieve:

As a Senior Consultant, you will set the strategic direction for CSG's self-serve portfolio, own the CSG Annual Operating Plan and Services Modernization agenda, and direct the program managers driving execution across the product, voice/phone, web and portal channels.

Join us to do the best work of your career and make a profound social impact as a Senior Consultant on our Project Program Management team.

You will:

• Own the CSG Annual Operating Plan, setting priorities, investment cases and success metrics for the self-serve portfolio across product, voice/phone, web and portal channels.
• Drive Services Modernization strategy, including MOD 2.0 execution, aligning engineering, product and support leadership around a shared roadmap.
• Direct and coordinate the work of the Consultant-level program managers aligned to product, voice/phone, web and portal, ensuring their roadmaps ladder up to a single cross-channel strategy.
• Define the enterprise measurement framework for self-serve performance and hold channel teams accountable for utilization and containment targets.
• Partner with Digital Support and CSG leadership, for global strategic oversight of self-serve investments and outcomes.
• Build and present executive-ready strategy, roadmap and business-case materials to senior leadership and cross-functional stakeholders.
• Influence and align senior stakeholders and engineering leaders across the organization, driving progress without direct authority over their resources.

Take the first step towards your dream career:

Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:

Essential Requirements:

• 15+ years of experience in program management, product strategy or digital customer support, including experience directing the work of other program managers, or equivalent experience.
• Demonstrated experience setting up annual operating plans and driving multi-year modernization strategies for a large digital or self-serve organization.
• Strong track record shaping strategy across conversational/voice AI, embedded product support, web self-serve and B2B portal/API experiences.
• Executive-level stakeholder management and communication skills, with a track record of influencing senior leadership and directing cross-functional teams without direct authority.
• Deep experience with portfolio tools, BI and enterprise measurement frameworks.
• Experience operating across large, matrixed, global organizations.

Desirable Requirements:

• Bachelor's degree; advanced degree a plus.
• Familiarity with server and storage product and support environments.
• Experience with intent modeling, NLU, agentic AI systems or B2B services APIs.

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $ 166,000 - $228,000

Benefits and Perks of working at Dell Technologies

Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at MyWellatDell.com