Project Manager (Contact Center Operations)

About this role

• The Contact Center Project Manager is responsible for planning, coordinating, and executing initiatives that impact contact center operations
• This role ensures projects are delivered on time, within scope, and with a clear understanding of operational impact—while protecting service levels, efficiency, and employee experience
• This role serves as the central intake and governance point for all contact center change initiatives
• Manage centralized intake of all initiatives impacting the contact center
• Assess project requests for volume, staffing, AHT, and operational impact
• Ensure initiatives follow established approval and prioritization processes
• Develop detailed project plans including timelines, dependencies, risks, and deliverables
• Coordinate cross-functional partners including Operations, WFM, Enablement, IT, and Analytics
• Monitor progress and escalate risks or delays as needed
• Partner with Enablement to ensure training and communication plans are in place
• Ensure operational readiness prior to implementation
• Support post-launch stabilization and issue resolution
• Define success metrics for each initiative
• Track expected versus actual benefits and operational outcomes
• Provide leadership with visibility into project impact and ROI
• Key Performance Indicators:
• On-Time Project Delivery
• Scope & Timeline Adherence
• Accuracy of Impact Assessments
• Benefit Realization Rate
• Change Failure / Rework Rate

### Benefits

• Family friendly benefits: Paid family and parental leave-, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group
• Health, dental, vision and life insurance options for employees and family
• Free in-person, virtual and text-based mental health and wellness support
• Paid time off, including vacation, sick leave, personal days and summer flex time
• Company equity
• Bonus program
• 401(k) plan with company match
• Access to on-de...