Senior Project Manager

Strategic Staffing Solutions; West Des Moines (IA); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Strategic Staffing Solutions seeks a Senior Project Manager to lead a high-visibility Contact Center Modernization program. This hybrid role supports migration waves from planning to deployment, coordinating cross-functional teams and executive stakeholders.

The PM will drive end-to-end delivery within a financial services context, ensuring continuity and timely decision-making across multiple workstreams through 2027.

Qualifications

• Extensive project management experience leading large-scale technology and business transformation initiatives.
• Experience managing enterprise projects in financial services or banking industries.
• Proven ability to lead organizational change management and technology delivery initiatives.
• Strong understanding of contact center operations and customer service processes.

Responsibilities

• Lead end-to-end delivery of contact center migration waves from planning through deployment and post-implementation support.
• Manage complex project plans, schedules, budgets, risks, dependencies, and deliverables across multiple workstreams.
• Partner with business leaders, operations, technology teams, and leadership to ensure successful migration activities.

Skills

Project management

Stakeholder management

Agile and Waterfall

Leadership

Risk management

Tools

Monday.com

Microsoft Project

Excel

PowerPoint

Word

Jira

Confluence

Job description

Senior Project Manager

Location: Charlotte, NC or West Des Moines, IA (Hybrid – 3 Days Onsite)
Duration: 12-Month Contract (Potential for Extension or Contract-to-Hire)
Industry: Financial Services
Interview Process: One 30-minute Microsoft Teams interview

Position Overview

We are seeking an experienced Senior Project Manager (PM5) to lead strategic migration efforts within a large-scale Contact Center Modernization Program. This highly visible, multi-year initiative is one of the organization's top strategic priorities and is focused on consolidating contact center applications and migrating customer service operations to a modern cloud-based platform through 2027.

The ideal candidate is an accomplished project manager with extensive experience leading enterprise technology initiatives within the financial services industry. This individual will drive end-to-end project delivery, influence executive stakeholders, coordinate cross-functional teams, and ensure successful adoption of modern contact center technologies while maintaining operational continuity.

Key Responsibilities

• Lead end-to-end delivery of contact center migration waves from planning and discovery through development, testing, deployment, and post-implementation support.
• Manage complex project plans, schedules, budgets, risks, dependencies, and deliverables across multiple workstreams.
• Partner with business leaders, contact center operations, technology teams, and program leadership to ensure successful execution of migration activities.
• Build strong relationships with executive stakeholders to gain alignment, remove roadblocks, and drive timely decision-making.
• Coordinate activities across a team of project managers, sharing best practices, lessons learned, and ensuring consistency across migration waves.
• Develop and execute change management strategies that support successful adoption of new cloud-based contact center capabilities.
• Lead project governance activities including status reporting, steering committee updates, risk management, issue resolution, and executive communications.
• Coordinate technology implementations impacting contact center operations, including IVR platforms, agent desktop solutions, workforce management, and scheduling tools.
• Facilitate collaboration between business, technology, infrastructure, vendor, and operations teams to deliver successful project outcomes.
• Support critical migration events that may require extended hours or onsite leadership during deployment windows.
• Drive continuous process improvements to enhance project execution, delivery quality, and operational efficiency.
• Ensure projects are delivered on schedule, within scope, and aligned with organizational priorities.

Required Qualifications

• Extensive Project Management experience leading large-scale technology and business transformation initiatives.
• Strong background managing enterprise projects within the financial services or banking industry.
• Experience leading organizational change management and technology delivery initiatives.
• Strong understanding of contact center operations, customer service processes, and consumer banking environments.
• Demonstrated experience managing projects using both Agile and Waterfall delivery methodologies.
• Proven ability to manage multiple concurrent projects with competing priorities in fast-paced environments.
• Exceptional leadership, organizational, and stakeholder management skills.
• Experience influencing senior leaders and driving consensus across cross-functional organizations.
• Strong risk management, issue resolution, and decision-making capabilities.
• Excellent written, verbal, and executive-level communication skills.

Preferred Qualifications

• Experience leading cloud platform migration initiatives, particularly involving customer-facing contact center environments.
• Familiarity with Interactive Voice Response (IVR) platforms, workforce management systems, and agent scheduling technologies.
• Experience supporting enterprise contact center modernization or digital transformation programs.
• Knowledge of cloud technologies and their impact on customer service operations.
• Experience working within highly regulated financial services organizations.

Preferred Tools & Technologies

• Monday.com or similar enterprise project management platforms
• Microsoft Project
• Microsoft Office Suite (Excel, PowerPoint, Word)
• Jira and Confluence (preferred)
• Cloud-based contact center technologies
• IVR and workforce management platforms