Senior Manager, PMO

We are seeking a dynamic, self-motivated individual to provide world-class PMO workstreams leadership in support of enterprise CCaaS transformation opportunities. This individual is driven to lead clients through translating their current and future business goals into technical solutions. Our Senior Manager will build relationships with key client leadership and stakeholders to LEAD (Listen , Educate, Align, and Deliver) engagements and ensure a successful transformational experience.

Why We’re Different

Our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.

We Are

• A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
• Experts in helping clients find cloud-based Contact Center capabilities that enable client and agent experiences while helping provide cost savings.
• Passionately focused on solving client issues and building relationships.
• Striving to work with cutting edge CCaaS and AI technologies.
• A close-knit, professional, fun, hard-working team dedicated to continuous improvement.

Our Clients Are

• Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses .
• Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations
• Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.

How We Solve

• Our methodology includes a differentiated approach to Governance, Program, and Project oversight. We ensure all aspects of the Program are accounted for in support of our Enterprise target market.
• We LEAD our clients through complex, long-cycle deployment programs and subsequent phases of key deliverables, managing schedules and expectations of business outcomes the capabilities can support.
• We establish Governance as a key audience and cadence in support of both program health and client sentiment.
• In support of PMO team, our Deployment Services team offers unique skillsets and solutions to implementing key technologies within the initial and ongoing phases of the Program .

Our Senior Manager Of PMO Will

LMA (Lead – Manage – Accountability)

• Manage assigned tasks and objectives, accountable to project/program plan integrity and budgets
• Contribute to the internal development of our practice through participation in areas such as business development, training, marketing content, methodology and toolkit development, and recruiting
• Work with leadership to engage in continuous process improvement
• Provide best-in-class services for strategizing, planning, designing, and selling cloud-based, transformation initiatives
• Offer end-to-end solutions including solutions assessment and design, requirements planning, business case development, vendor/capability evaluation, and post-sale delivery support
• Be a self-starter, able to take vision-level direction, and determine strategies while working with the sales reps to help win
• Develop sales pursuit materials and other business development activities
• Identify opportunities for client account growth and perform a leadership role in conjunction with the sales leaders to close add-on business
• Lead as a brand ambassador for ACG ’s full suite of service offerings to meet client needs
• Work effectively and cooperatively as a member of a program team

Lead Program Governance & Project Workstreams

• Own transformation programs from kick-off to closure and hold yourself and others accountable to aligned deliverables
• Identify and track KPIs and metrics that inform stakeholders and identify actionable insights that drive rapid decision making, directly tying execution to design and value
• Identify opportunities to augment program resources to meet timelines
• Oversee and manage team members either directly or through a matrixed, client-based environment
• Manage billing milestones with both clients and vendors
• Provide comprehensive workstream status updates and coordinate with leadership of delivery to keep the client
• Engage with our internal transformation services and delivery teams to develop and document client project scope, goals, deliverables, and timelines

Lead Leadership & SteerCo Relationships

• Lead multiple, simultaneous transformation programs from kick-off to closure leveraging your knowledge of contact center infrastructure to drive client success while maintaining budget standards
• Manage and nurture vendor and client relationships during every type of engagement
• Own client relationships and identify an additional project for further project engagement opportunities
• Own QPR readouts to include overall Account Health metrics and revenue milestones
• Be a champion for the client, escalating issues when necessary and being flexible when needed
• Identify duration, effort, sequence, and dependencies of tasks required to meet applicable objectives
• Obtain agreement from applicable stakeholders on schedule, time management and resource plans, and negotiate changes/adjust project plans as needed and communicate to impacted teams
• Monitor and document project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards.

Build Program Scope & Level of Effort

• Create opportunities to explore customer roadmaps and introduce the client to new technology and other offerings to the client.
• Develop project budget, drive delivery execution, and maintain project profitability
• Validate what is included in vendor implementation services and how services can augment performance
• Own complex deployment programs, providing ownership and content support where required
• Own project proposal development and SOWs, and work with Delivery teams both internally and externally to develop LoE estimates, detailed task plans, and implementation timelines
• Align capabilities to business strategies, validate requirements with businesses and translate business strategies into capability requirements for engineering teams
• Work closely with application teams to develop a migration plan and ensure business functionality and SLAs are met. Consult for optimal design of contact center platforms and propose recommendations to optimize performance.
• Ensure that controls are identified and operationalized to allow benefit tracking and reporting

Lead CSAT Milestones & Results

• Ensure exceptional customer satisfaction throughout active programs by leading department quality standards
• Regularly engage with clients to gather feedback and insights to enhance the outcomes of active programs
• Collaborate with vendors to ensure timely access to resources, support, and product enhancements required for successful project management

Our Ideal Candidate will

• Have 5-7 years of experience in program management
• Have a Bachelor's Degree or higher
• Be comfortable in all stages of a contact center & digital transformation project, from evaluating vendors to implement new technology to Customer Roadmap discussions post go-live
• Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
• Prove to be highly motivated, with demonstrated success leading cross-functional project teams
• Have functional knowledge of technical platforms such as Salesforce, Content Management, Marketing and eCommerce systems
• Anticipate and solve problems – individually, internally, and with clients
• Be proficient in Microsoft product suite
• Have the ability to manage budgets for transformational programs related to projects/workstreams
• Have experience owning and managing individual and team tasks, deliverables and time
• Have experience in generating and monitoring employee schedules and forecasts
• Have experience supporting PreSales tasks and drafting resource pricing models

Preferred Qualifications

• Have a Project Management Certification (PMI), Agile, Scrum Master or related certifications
• Experience with Genesys Cloud, NICE CXOne or other cloud telephony platforms
• A strong background in contact center technology and industry-leading CCaaS solutions
• Experience in CCaaS software design, documenting and implementing enterprise-level clientele

You Will Love Our Culture If You Are

• Someone that loves technology, process, as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
• Comfortable communicating through a variety of mediums with many different audiences and objectives
• Great at anticipating and solving problems – individually, internally, and for our clients
• An organized self-starter who is always eager to learn something new
• Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
• A positive force who enjoys working closely with new people and exploring new ideas
• Driven by seeing your work have a direct impact

ACG Has a Competitive Benefits Package Including

• 100% coverage of employee health care, vision, and dental insurance
• HSA & FSA plans available
• Disability & Voluntary Benefits available
• 401(k) plan with a 4% employer match
• Generous variable comp opportunity
• Work-from-home monthly incentive
• Inclusive remote working environments
• Team Lunch-n-learns, monthly events & happy hours