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 customer experience and operational efficiency.
Role type
Senior IC IT Project Manager (Digital & Data Transformation)
Builds
Digital CCC or Customer Support Delivery Data Products and transformation programs
Domain
IT Project Management, Customer Support, Data & Analytics
Required skills
IT project and program management, Digital transformation, Customer Support transformation, Remote CS operations, Contact Center data and analytics, Data product ownership, Requirements and roadmap management, Process improvement and automation, Risk and issue management, Stakeholder communication
Preferred skills
Systems integration, Operational readiness, Change management, Business case planning
Technologies
Data platforms, Analytics tools, Contact Center technologies
Responsibilities
Partner with business and IT leaders to define and execute digital transformation programs aligned with business strategy. Lead large, complex, cross-functional IT programs spanning Customer Support, data, analytics, and digital platforms. Own the Digital CCC or Customer Support Delivery Data Product, driving strategy, roadmap, and governance. Act as a data SME to translate business requirements into data and technology solutions. Apply deep understanding of remote CS operating models and distributed support environments. Identify opportunities to simplify, automate, and improve CS processes and customer experience. Lead governance across complex programs, including risk, issue, and dependency management. Connect business process, data, technology, and architecture decisions to deliver measurable business outcomes.
Seniority
Senior, hands-on IC