We are seeking to hire a Project Manager – IT Call Center & Digital Technology Capability Center for a Hybrid role in King of Prussia, PA
Work Location: 500 North Gulph Road, King of Prussia, PA , USA, 19406
Where will the work be performed? Hybrid
Job Title: Contract Project Manager – IT Call Center & Digital Technology Capability Center
Description:
Position Overview
We are seeking an experienced Project Manager to join our IT team and lead complex digital transformation initiatives. This role requires a seasoned professional who can navigate the intersection of business processes and technology solutions, with particular expertise in enterprise application implementations spanning customer-facing digital platforms, call center technologies, and back office operational systems. The ideal candidate will drive end-to-end project delivery while collaborating effectively across business and technical teams to achieve strategic IT objectives.
Key Responsibilities Project Leadership and Management Lead and manage 2-5 mid-size projects concurrently from initiation through closure, including enterprise application implementations, process transformations, and digital platform deployments.
Develop comprehensive project plans, timelines, and resource allocation strategies while balancing competing priorities across multiple initiatives.
Manage project budgets, scope, and stakeholder expectations across diverse business units including Customer Service, Sales & Marketing, Billing, and Order-to-Cash operations.
Coordinate cross-functional teams including various business SMEs, IT business process analysts, architects, developers, infrastructure teams, and external vendors to deliver enterprise solutions end-to-end.
Operate effectively in a hybrid waterfall/agile environment while managing resources across various IT capability centers spanning onshore and offshore teams.
Ensure adherence to project management methodologies (PMP, Agile, hybrid approaches) based on project requirements and stakeholder needs.
Enterprise Process and Application Transformation
Lead business process reengineering initiatives that integrate technology solutions with operational workflows.
Manage small, medium, and large-scale enterprise application implementations, particularly Microsoft Dynamics 365 CRM or similar platforms.
Drive process simplification efforts that eliminate redundancies and improve operational efficiency.
Facilitate requirements gathering sessions with business stakeholders to translate needs into technical specifications.
Oversee system integration projects connecting multiple enterprise platforms.
Digital Technology Project Delivery
Manage implementation of customer self-service portals with backend enterprise system integration.
Lead deployment of customer-facing messaging platforms and omnichannel communication solutions.
Coordinate API development and integration projects connecting disparate systems.
Oversee mobile application development and deployment initiatives.
Manage cloud migration and modernization projects.
Stakeholder Management and Communication
Serve as primary liaison between business leadership, business SMEs, IT teams, and external vendors across all project initiatives.
Maintain alignment and reporting to the enterprise PMO for multiple concurrent projects.
Adapt communication style and content appropriately for diverse audiences ranging from end users and call center agents to department management and C-level executives.
Lead requirements gathering sessions with stakeholders across varying technical skill levels, ensuring clear understanding and buy-in.
Manage change management activities including communication plans, training coordination, and user adoption strategies tailored to each business area.
Lead risk assessment and mitigation planning across all project phases while balancing resource constraints across multiple initiatives.
Coordinate with compliance, security, and governance teams to ensure regulatory adherence across all business process areas.
Team Leadership and Development
Mentor junior project team members and PMO analysts.
Lead vendor selection processes and manage supplier relationships.
Coordinate resource planning and capacity management across project portfolios.
Drive continuous improvement initiatives within the PMO framework.
Required Qualifications: Education and Experience
Bachelor’s degree in Business, Information Technology, Engineering, or related field.
5-8+ years of progressive project management experience in IT environments.
Proven experience managing 2-5 concurrent mid-size projects with demonstrated ability to prioritize and balance competing demands.
Minimum 3 years managing enterprise application implementations (Microsoft Dynamics 365 CRM preferred), digital/web projects, or back office process simplification projects. Proven track record delivering digital transformation projects across Customer Service, Sales & Marketing, Billing, and Order-to-Cash business processes.
Experience leading cross-functional teams of varying sizes across business and technical disciplines.
Demonstrated success working with stakeholders across all organizational levels, from end users to executive leadership.
Technical Expertise
Awareness of Microsoft Dynamics 365 CRM or similar platform, configuration, and integration capabilities.
Experience with enterprise integration patterns, APIs, and middleware solutions in end-to-end business processes across multiple enterprise systems.
Knowledge of customer portal technologies and self-service platform implementations.
Familiarity with customer messaging platforms, chatbots, and omnichannel communication tools.
Understanding of cloud platforms (Azure, AWS) and hybrid infrastructure environments.
Proficiency with project management tools (Azure DevOps, Smartsheet) and leverage Excel for varying audiences without DevOps access or executive alignment.
Project Management Competencies
Experience with Agile/Scrum methodologies and hybrid project approaches.
Strong financial management skills including budget development, tracking, and variance analysis.
Expertise in risk management, issue resolution, and stakeholder communication.
Proven ability to manage vendor relationships and complex procurement processes.
Core Skills
Exceptional communication and presentation skills with ability to tailor messaging for diverse audiences including end users, management, and executive leadership.
Strong analytical and problem-solving capabilities with data-driven decision making.
Change management experience with enterprise-wide technology implementations across Customer Service, Sales & Marketing, Billing, and Order-to-Cash functions.
Business process analysis and improvement expertise with deep understanding of order-to-cash workflows.
Ability to translate complex technical concepts for business stakeholders while managing technical implementations for non-technical end users.
Proven capability to manage multiple project workstreams simultaneously while maintaining quality and stakeholder satisfaction.
Experience managing virtual teams and coordinating across multiple time zones in onshore/offshore environments.
Preferred Qualifications
Master’s degree in Business Administration, Technology Management, or related field.
PMP certification or equivalent project management credential.
Background in call center technologies and customer experience platforms.
Basic knowledge of AI/ML tools and applications in enterprise environments.
Lean Six Sigma certification or process improvement credentials (optional).
Success Metrics
Successfully deliver 2-5 concurrent mid-size projects on time and within budget across Customer Service, Sales & Marketing, Billing, and Order-to-Cash domains.
Deliver the required business value within the timeframe necessitated by the business case for each project initiative.
Deliver defined process efficiency gains within projects to improve customer experience & retention, expected call deflection via self-service or eliminating root cause of customer inquiries, improve operational efficiency, incorporating AI where applicable for business objectives.
Demonstrate effective stakeholder management across varying skill levels from end users to executive leadership.
Reporting Structure
This position reports to the Director IT Call Center & Digital Technology and will collaborate closely with business process owners, enterprise architects, and technology teams. The role requires regular interaction with C-level executives, department heads, and external vendor partners.
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