<p>Senior Program Manager Call Center Remote Overview Grand Circle seeks an exceptionally talented and motivated Senior Program Manager to join our Technology team As a Senior Program Manager you will bring extensive experience in delivering software development projects within a diverse methodology environment ensuring consistent and dependable service to sponsors stakeholders colleagues and the Global PMO Team In this role you will oversee a portfolio of software development projects by coordinating team activities and adeptly adjusting to various business domains to meet evolving needs Your expertise in software project management will make you a go to resource for advising coaching and supporting teams on teamwork dynamics project management practices governance methodologies and organizational alignment Recognizing the significance of setting clear objectives and defining key results to validate the success of initiatives you will excel as a communicator You will skillfully convey information using metrics showcases and presentations tailored to resonate effectively with diverse audiences Along with leading projects and team related ceremonies you will present your teams top initiatives and projects to stakeholders and sprint performance to senior leadership Key Responsibilities Portfolio Leadership Manage a portfolio of technology projects impacting call center platforms workforce management systems CRM tools telephonyVoIP solutions and AIautomation initiatives Strategic Alignment Ensure that all projects align with organizational priorities call center KPIs and long term digital transformation goals Vendor Assessment & Selection Lead RFPRFI processes evaluate vendor proposals and conduct proof of concept testing for call center technologies CRM telephony workforce management AIautomation analytics Contract & Relationship Management Negotiate vendor contracts manage performance and ensure SLAs are met throughout the vendor lifecycle Program Governance Establish and maintain governance frameworks reporting processes and performance metrics to track progress budgets and outcomes Stakeholder Management Partner with Technology Product Management and serve as the primary liaison between call center leadership technology teams vendors and executive sponsors to align priorities and manage expectations Risk & Issue Management Identify assess and proactively mitigate risks or roadblocks to ensure timely delivery of initiatives Change Management Oversee adoption and training strategies to ensure smooth integration of new tools and systems into call center operations Continuous Improvement Recommend enhancements to call center technologies leveraging automation analytics and AI solutions to optimize customer and agent experiences Team Leadership Mentor project managers and cross functional team members fostering collaboration and professional development Requirements Bachelors degree in a relevant field or equivalent experience 15 years of experience in operations management project management and team leadership supporting a technology organization PMP PgMP or SAFe certification strongly preferred Excellent people management and communication skills Hands on experience with Agile and Waterfall delivery methodologies Proficiency in project portfolio management tools Jira Confluence Smartsheet MS Project or equivalent Demonstrated success in managing program budgets and vendor contracts Proven track record of managing large scale cross functional projects Strong organizational and time management skills Excellent communication and interpersonal skills Ability to manage multiple projects simultaneously Skilled organizational and project management tools and methodologies Experience with managing technology initiatives for a contact center is a plus Curiosity and expertise in new call center tech trends omnichannel generative AI self service tools is a plus Benefits 50 Discount on GCC tripsRobust healthcare benefits including medical dental vision and flex spending accountsGenerous Paid time off PTOPaid holidays throughout the yearCompany paid life insurancePaid short and long term disability insurance401K Retirement Savings accountDiscounted auto and renters insuranceVolunteer and philanthropy opportunities to give back in Boston and where we travelCasual dress code every day</p>