Senior Project Manager, CX PMO
Lead end-to-end delivery of large strategic CX initiatives and AI foundational PMO projects. Partner with senior leaders across Product, Engineering, and Operations to drive execution, reporting, and process improvements.
About the Job
Hero Project Ownership: Lead end-to-end delivery of Hero Projects and other L/XL initiatives — owning requirements gathering, planning, cross-functional execution, change management, and closure. Make judgment calls on scope, sequencing, and trade-offs across interconnected workstreams.
AI Foundational Initiatives: Drive the strategic initiatives that build, scale, and operationalize the PMO's AI-enabled operating model — including intake automation, capacity planning, portfolio dashboards, and the next wave of PM AI capabilities. Apply sophisticated problem-solving to challenges that don't yet have an established playbook.
Cross-Functional Leadership: Partner with senior leaders across CX, Product, Engineering, Tech Governance, BizSys, Legal, Security, and operational teams (Process, Content, L&D, Quality, WFM, Trust & Safety) to drive alignment, resolve conflicts, and unblock execution.
Executive Communication & Reporting: Build executive-ready decks, written updates, and visualizations that translate complexity for Director- and VP-level audiences. Own status reporting, metrics, and outcome storytelling — ensuring proper sign-off and visibility from leaders who need it.
PMO Scale & Framework: Help elevate the team by recommending improvements to PMO standards, frameworks, and best practices — including the operational backbone for how AI scales PM work across the org.
Pre-Planning Ownership: Lead upstream planning before each half starts — ensuring scope, dependencies, and resourcing are locked before execution begins.
Resource Coordination & Influence: Manage dependencies and align resources across teams, influencing senior stakeholders without direct authority to proactively contribute to project success.
Minimum Qualifications
- 5+ years of project management experience, ideally within a technology, operations, or customer experience organization.
- Demonstrated success leading L/XL cross-functional programs end-to-end — including scope definition, dependency mapping, executive reporting, and risk management.
- Track record of applying sophisticated problem-solving to ambiguous, interconnected challenges where the path forward isn't pre-defined.
- Strong organizational and communication skills, with the ability to synthesize complexity for Director- and VP-level audiences.
- Experience creating high-quality project artifacts (charters, project plans, status reports, risk logs, executive updates) and presenting them to senior leadership.
- Proven ability to manage dependencies, track milestones, and deliver results on time in a fast-moving, ambiguous environment.
- Bachelor's degree in a related field, or equivalent work experience.
Preferred Qualifications
- 7+ years of progressive PM experience, including independent ownership of XL cross-functional programs.
- Experience working in Customer Experience, SaaS, or e-commerce environments.
- Hands-on experience with AI-enabled PM tooling, automation platforms, or scaling PMO capabilities through technology (e.g., Gumloop, Glean, AI copilots, intake automation, capacity planning tools).
- Familiarity with project management methodologies (Agile, Scrum, or Waterfall) and tools (e.g., Smartsheet, Asana, Jira, or similar).
- Prior experience supporting enterprise-scale system implementations or CX technology rollouts (e.g., Salesforce, Genesys).
Senior Manager, Program Management
Lead cross-functional program management and operational strategy initiatives. Drive process optimization, roadmap execution, and data-informed decision-making across business and technology teams.
Senior Program Manager – Deployments
Own end-to-end deployment operations for autonomous industrial vehicles, building scalable processes, playbooks, and feedback loops between field teams and Product. Requires 6+ years scaling complex programs in technical environments.
Staff Technical Program Manager, IT
Lead cross-functional IT and SaaS programs to improve operational maturity, manage application lifecycle with Zylo, and drive governance, renewals, and employee technology services. Requires 6+ years in technical program management or IT operations.
Senior Program Manager
Lead execution and growth of Navy ISR programs as the primary interface between US Navy stakeholders, business development, engineering, and executive leadership. Requires 8+ years of DoD program management experience and active Secret clearance.
Senior Program Manager
Lead cross-functional teams to deliver UAV systems and defense technology programs, managing cost, schedule, and technical performance for DoD customers. Requires 5+ years of DoD program management experience and ability to obtain Secret clearance.