Program manager - Product and Portfolio Delivery

Role : Program manager - Product & Portfolio Delivery - Call Center Preferred Location : Westbury, NY - Day 1 OnsiteMandatory : program manager with experience implementing cloud based Call Center applications, Working with 3rd party vendors, Migrating from a legacy call center application to a SaaScloud solution About this Role: The ideal candidate is an experienced program manager with experience implementing cloud based Call Center applications. This program manager should have 4+ years of working with 3rd party vendors and can effectively oversee strategic programs or projects that involve multiple workstreamsdepartments. They are skilled in managing initiatives from start to finish, leading cross- functional teams and ensuring ongoing program success. They are adept at guiding stakeholders through important decisions, coordinating activities, and driving process improvements. Furthermore, they have a keen understanding of stakeholder needs and utilize this knowledge to develop strategies that optimize ROI, customer satisfaction, and overall organizational performance. Responsibilities •Migrating from a legacy call center application to a SaaScloud solution •Responsible for planning, directing, and coordinating complex productprogram implementation including Call Center Applications •Documents scope, objectives and ensures they align with expected business outcomes. •Develops and manages project plans, including scheduling and resource tracking •Defines and implements programproject management standards and processes. •Ensures timely production and approval of deliverables from business and technology partners. •Proactively identifies and manages project risks and dependencies. •Established program governance and provides clear communication to all program stakeholders, including senior management. •Serves as the primary point of contact for program management-related inquiries. •Works closely with vendors, cross-functional teams, and stakeholders to plan and develop project scope, resources, and timelines. •Manages project risks, issues, and decisions, prioritizing them effectively. •Develops and manages project budgets, delivering against business goals. •Builds and maintains strong vendor and business partner relationships. •Contributes to internal initiatives to drive efficiencies and best practices. Skills and Qualifications •Bachelor's degree. •5+ years of programproject management experience with a focus vendor integration and SaaS implementations. •2+ years of experience with Call Centers and Call Center applications •Strong leadership, time management, facilitation, and organizational skills •Strong analytical, problem-solving, and conceptual skills •Strong working knowledge of change management principles. •Solid teamwork and interpersonal skills, with the ability to communicate and persuade stakeholders, vendors and management at all levels and thrive in a cross-functional environment. •Stakeholder management skills in large complex projectprogram with Internal and external teams preferred. •Genesys Cloud Call Center experience highly preferred.

Created: 2025-02-21