IT Project Manager - Customer Support Digital & Data Transformation
Core
Lead large, cross-functional IT programs and digital transformation initiatives for Customer Support, data, and analytics to improve operational efficiency and customer experience.
Role type
Senior IC IT Project Manager (Digital & Data Transformation)
Builds
Digital CCC and Customer Support Delivery Data Products
Domain
IT Project Management, Customer Support, Data & Analytics
Deliverable
production ML models | product features | dashboards & analysis
Required skills
IT project and program management, Digital transformation, Customer Support transformation, Remote CS operating models, Contact Center data and analytics, Data product ownership, Requirements and roadmap management, Process improvement and automation, Risk and issue management, Systems integration
Preferred skills
Strategic planning, Change management, Business case development, Stakeholder influence
Technologies
Data platforms, Analytics tools, Contact Center technologies
Responsibilities
Define and execute digital transformation programs aligned with business strategy, lead complex cross-functional IT programs spanning data and digital platforms, drive strategy and governance for data products, translate business requirements into data and technology solutions, simplify and automate Customer Support processes, manage dependencies and operational readiness, connect business process and technology decisions to deliver measurable outcomes.
Seniority
Senior, hands-on IC