Senior Consultant, Project Program Management

Dell Inc.; Texas; On-site; USD 166,000 - 228,000; Full time

Job summary

Dell Technologies in Round Rock, Texas seeks a Senior Consultant, Project Program Management to lead the self-serve portfolio strategy across product, voice, web, and portal channels. You will align cross-functional teams, own the operating plan, and drive modernization efforts, delivering executive-ready materials to senior leadership.

The role requires senior program management experience, strong stakeholder skills, and a background in enterprise measurement frameworks.

Qualifications

• Experience directing program managers and setting annual plans.
• Experience shaping strategy for self-serve or digital channels.
• Executive stakeholder management and cross-functional leadership.

Responsibilities

• Own the Annual Operating Plan and success metrics for self-serve across channels.
• Drive modernization strategy with a shared cross-channel roadmap.
• Direct consultant program managers across product, voice, web, and portal.
• Define enterprise measurement framework for self-serve performance.
• Partner with leadership for global oversight of self-serve investments and outcomes.
• Present strategy and roadmaps to senior leadership and stakeholders.
• Influence senior leaders and engineering without direct authority.

Skills

Program management

Product strategy

Executive stakeholder management

Cross-functional leadership

BI and measurement frameworks

Large matrixed organizations

Digital customer support

Education

Bachelor's degree

Advanced degree

Tools

Portfolio tools

BI 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