Senior Internal Project Manager

Hyland; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Hyland is seeking a Senior Internal Project Manager to drive service design and new service introductions from ideation through launch and into operational ownership.

In a highly matrixed environment, you will coordinate cross‑functional teams across Service Portfolio, Product, Delivery, Customer Success, Support, Sales, Marketing, Finance, Enablement, and Operations to ensure offerings are aligned, viable, and delivered on schedule.

Qualifications

• Experience leading complex cross-functional initiatives within a matrixed organization.
• Proficiency with NSI processes and new service introductions.
• Strong governance, stakeholder engagement, and executive communication skills.
• Bachelor’s degree or equivalent education/experience.

Responsibilities

• Manage NSI-driven service design initiatives from intake to launch and transition.
• Coordinate governance, stage gates, and executive approvals for NSI projects.
• Synchronize cross-functional activities across Service Portfolio, Product, Delivery, and Sales.
• Lead stakeholder meetings with facilitation and action-oriented communication plans.

Skills

Cross-functional PM

Stakeholder mgmt

Governance skills

Facilitation

Communication

Project planning

Matrixed environment

Execution discipline

Education

Bachelor’s degree or equivalent

Tools

PM software

Job description

Senior Internal Project Manager

• Job ID: 2026-14469
• # of Openings: 1
• Job Locations: Remote - Costa Rica
• Category: Customer Success & Operations

Costa Rica | Remote

About the Role

As a Senior Internal Project Manager at Hyland, you'll be the central point of coordination for service design and new service introduction initiatives — driving them from ideation through launch and into operational ownership. You'll lead cross‑functional teams through Hyland's New Service Introduction (NSI) process, ensuring service offerings are strategically aligned, operationally ready, commercially viable, and delivered on schedule. This is a role for a highly organized, people‑savvy project leader who thrives in matrixed environments, builds alignment across diverse stakeholder groups, and brings clarity and momentum to complex, cross‑functional initiatives.

Your Role Responsibilities – Here's What You'll Do

• Manage service design and service portfolio initiatives through the New Service Introduction (NSI) process from intake through launch and operational transition; develop and maintain integrated project plans, timelines, dependencies, and milestones for complex service design initiatives.
• Facilitate project governance activities, stage gate reviews, approvals, and executive decision‑making forums; guide stakeholders through NSI processes, deliverables, and governance requirements to ensure the quality and completion of required service design artifacts.
• Coordinate cross‑functional activities and ensure alignment across all participating business functions including Service Portfolio Management, Product Management, Service Delivery, Customer Success, Support, Sales, Marketing, Finance, Enablement, and Operations.
• Partner closely with Service Portfolio Owners to support the development and launch of new or enhanced service offerings; lead stakeholder meetings using engaging, action‑oriented facilitation techniques and develop communication plans that keep all parties informed and engaged throughout the initiative lifecycle.
• Coordinate launch readiness activities across delivery, support, enablement, operations, marketing, and sales organizations; ensure operational requirements, roles, processes, tooling, documentation, and training materials are fully established prior to launch.
• Develop executive‑level project updates, presentations, and status reports; track and communicate project health, milestones, risks, and decisions; identify opportunities to improve service design workflows, governance practices, and stakeholder engagement across the organization.

Role Essentials

You’ll need these skills to hit the ground running:

• Demonstrated experience managing complex cross‑functional projects or programs from initiation through implementation, with experience leading initiatives involving multiple business stakeholders in a matrixed organizational environment.
• Strong understanding of project management methodologies, governance models, and change management principles, with exceptional organizational skills and the ability to manage multiple concurrent initiatives effectively.
• Strong facilitation, communication, presentation, and stakeholder management skills, with a demonstrated ability to influence without direct authority and drive alignment across diverse stakeholder groups.
• Strong analytical, critical thinking, problem‑solving, and decision‑making capabilities with experience developing executive communications, project documentation, and governance materials.
• Proficiency with project management and collaboration tools, with the ability to manage project scope, risks, issues, dependencies, and change requests throughout the full initiative lifecycle.

What We'd Like to See

These will help you stand out:

• Experience guiding stakeholders through New Service Introduction (NSI) or similar service design and new service launch processes, including stage gate reviews and launch readiness assessments.
• Experience developing and maintaining service design artifacts such as business cases, service design packages, operating models, launch readiness assessments, and transition plans.
• Demonstrated ability to coordinate launch readiness activities across delivery, support, enablement, operations, marketing, and sales organizations to ensure full operational readiness prior to go‑live.
• Experience supporting the transition of launched services into ongoing portfolio management and operational ownership, with a track record of contributing to continuous improvement in service design and governance practices.
• Bachelor’s degree or equivalent combination of education and experience sufficient to successfully perform the principal duties of the role.

About Hyland

Hyland is the pioneer of the Content Innovation Cloud™, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. © Hyland. All rights reserved. Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

#HylandLife

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industry‑leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work. The #HylandLife hashtag encompasses our employee‑centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success. As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Equal Opportunity Statement

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.