Senior Program Manager

TTEC Digital; Austin (TX); On-site; USD 200,000 - 225,000; Full time

Benefits offered by this job

Medical, dental, vision

Tax-advantaged health accounts

Financial and income protection

PTO and wellness time off

Job summary

TTEC Digital is seeking a Senior Program Manager to coordinate system implementations and manage end-to-end delivery for large client programs. You will lead multi-team efforts, drive governance, reporting and risk management, and ensure client satisfaction across projects and engagements.

The role requires deep CCaaS knowledge, senior stakeholder engagement, and the ability to operate with minimal direction in a fast-paced consulting environment. Travel up to 30% is expected.

Qualifications

• Experience delivering transformation projects.
• Deep knowledge with modern CCaaS solutions and related technology.

Responsibilities

• Manage the overall delivery relationship with assigned program / project clients.
• Lead implementation of large programs/projects with teams of 3–50 people.
• Set up and drive program management functions including a communication plan, meetings, tracking and reporting.
• Deliver weekly status reports and communicate progress to stakeholders.
• Develop and deliver financial reporting dashboards for project status.

Skills

Transformation projects

CCaaS solutions

PMP or PM Certification

Travel up to 30%

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Senior Program Manager act as the customer focal point for coordination of system implementations, including, but not limited to the following: project planning, project management, business analysis and design. The program manager must be able to effectively evaluate project and delivery processes across a broad scope of projects with differing technical solutions and implement improvements. A program manager must be a self-starter and work with minimal direction.

What You'll Be Doing

• Manage the overall delivery relationship with assigned program / project clients.
• Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status.
• Lead overall implementation of large programs / projects, with team sizes varying from 3 to 50 people [TTEC Digital staff, contractors, client resources and vendors].
• Set up and drive program management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes.
• Deliver weekly status reports, either developed directly or in concert with project managers working in the program, and providing program / project progress and issues to client stakeholders, delivery management and account team.
• Ensure client stakeholder alignment and drive overall program customer satisfaction.
• Develop and deliver financial reporting dashboards providing project financial status to client stakeholders.
• Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions.
• Review program / project invoices for accuracy.
• Work with program / project staff to develop work plans and assign duties, responsibilities to ensure the specified program / project objectives are met.
• Coach members of the project teams as needed to optimize the efficiency of the team
• Manage the program resource plan, project plan and schedule.
• Achieve program / project goals within designated constraints.
• Perform and support project management duties related to resource utilization and revenue projection.
• Assist in the continuous improvement to the established project management methodologies
• Perform related duties as assigned

What You'll Bring to the Role

• Experience delivering transformation projects.
• Deep knowledge with modern CCaaS solutions and related technology, NiCE preferred.
• 15+ years Project/Program Management experience within a consulting / professional services environment.5-8 years strategic development experience with evidence of significant client impact; strong relationships, influence over direct and value creation.
• Experience leading a enterprise-level client programs with multiple projects and workstreams, including waterfall, agile/scrum and hybrid methodology run projects.
• Experience leading multiple teams ranging in size from 3 to 50 people
• Hands on experience producing functional and or technical design deliverables defined by formal structure methodology
• Superb written and verbal communication and listening skills
• PMP or other Project Management Certification strongly preferred
• Ability to build relationships, collaborate, problem solve, negotiate, and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.
• Ability to travel up to 30%

$200,000 - $225,000 a year

This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

• Medical, dental, vision
• tax-advantaged health care accounts
• financial and income protection benefits
• paid time off (PTO) and wellness time off.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.