Description and Requirements
Role Overview- Seeking a highly motivated and results-driven Strategic Project Manager to lead and manage key AI-related initiatives within the Customer Engagement Center (CEC). This role will be instrumental in driving the successful implementation of strategic projects that leverage AI technologies to enhance customer experience, optimize operational efficiency, and deliver measurable business value.
Key Responsibilities:
- Strategic Project Management:
- Lead end-to-end planning and execution of CEC AI-related strategic projects.
- Align project goals with business objectives and CEC transformation strategies.
- Manage cross-functional teams and stakeholders to ensure timely delivery.
- Implementation & Execution:
- Translate strategic plans into actionable project roadmaps.
- Oversee deployment of AI solutions across CEC platforms and processes.
- Ensure scalability, sustainability, and operational readiness of implemented solutions.
- Budget & Resource Management:
- Develop and manage project budgets, ensuring cost efficiency and alignment with financial targets.
- Track and report on resource utilization and financial performance.
- Business KPI Improvement:
- Define and monitor key performance indicators (KPIs) to measure project impact.
- Collaborate with analytics and operations teams to drive continuous improvement.
- Cost & ROI Tracking:
- Establish frameworks for tracking cost savings and return on investment (ROI).
- Provide regular updates to leadership on financial and strategic outcomes.
- Stakeholder Communication:
- Build strong relationships with geo and global stakeholders across business units.
- Facilitate clear, consistent, and proactive communication to ensure alignment and transparency.
Qualifications:
- Bachelor's degree in Business, Engineering, Computer Science, or related field MBA or PMP certification is a plus.
- 5+ years of experience in strategic project management, preferably in AI, digital transformation, or customer experience domains.
- Strong understanding of AI technologies and their application in customer service environments.
- Proven track record in budget control, KPI management, and ROI analysis.
- Excellent communication, stakeholder management, and leadership skills.
- Fluent in English.
Preferred Skills:
- Experience with enterprise AI platforms and tools.
- Familiarity with agile project management methodologies.
- Ability to navigate complex organizational structures and drive change.
