Project Manager 5

Opportunity to part of one of top three strategic initiatives-a multi-year Contact Center Modernization program transforming how millions of customers interact with the bank.


We're looking for a Senior Project Manager (PM5) to drive wave-based migrations of contact center operations to a modern cloud platform through 2027. This role sits at the center of a highly visible transformation, partnering with executive leadership, technology teams, and contact center operations.


Successful Candidate will:
Lead end-to-end delivery of large-scale migration waves impacting customer-facing operations
Influence executive stakeholders and shape enterprise priorities
Coordinate across a team of ~16 project managers in a complex, high-impact environment
Drive cloud transformation across IVR, agent workflows, and workforce management systems
Play a key role in redefining customer experience and agent productivity at scale


Key Responsibilities:
Lead end-to-end delivery of wave migrations, from discovery and development through deployment.
Collaborate with business unit leaders and contact center partners to ensure successful migration and adoption.
Influence executive stakeholders to prioritize and support migration efforts.
Coordinate with a team of 16 project managers, ensuring alignment and shared learnings across the initiative.
Manage complex scheduling demands, including potential overtime and on-site presence during critical migration phases.
Drive change management and delivery strategies tailored to contact center operations and cloud platform transitions.
Oversee integration of technologies such as IVR systems and agent scheduling tools.


Required Qualifications:
Extensive experience in project management, change delivery, and change management within the financial services industry.
Strong understanding of contact center operations and consumer banking.
Proven ability to manage projects using both Waterfall and Agile methodologies.
Experience with cloud platform migrations, especially involving customer service agents (preferred).
Familiarity with technology integrations impacting agent performance and scheduling.
bility to work in a fast-paced, high-stakes environment with shifting priorities.


Preferred Tools & Technologies:
Experience with Monday.com or similar project management tools.
Understanding of cloud technologies and their impact on contact center functionality.


dditional Notes:
This role may require on-site presence during specific wave migrations (Command Center support).
Flexibility in work hours is expected during critical phases of the project.


We're looking for someone with deep experience in:


Enterprise project/program delivery in financial services
Contact center operations and large-scale transformation
Cloud migrations and change management in complex environments
Leading in fast-paced, high-visibility programs


EEO:


"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."