Change Management Project Manager

Change Management Project Manager

Location: Miramar, FL - 4 days a week and remote Fridays (there is flexibility to be onsite 2-3 days a week)

Duration: 6+ Months

We are seeking an experienced Change Management Project Manager to lead and deliver strategic initiatives across our customer experience organization. This role is pivotal in ensuring our contact center platforms, processes, and teams are aligned to deliver world-class service. Manage cross-functional projects end-to-end, driving timelines, budgets, and outcomes that directly impact both our employees and customers.

What Youll Do

• Define and manage scope, success criteria, deliverables, timelines, resources, and budgets
• Collaborate with stakeholders across operations, IT, training, WFM, QA, and analytics as well as external vendors
• Facilitate workshops, requirements gathering, UAT, and rollout planning to ensure smooth implementations
• Proactively identify risks, dependencies, and issues; create mitigation strategies and escalate when necessary
• Drive change management and communication plans to prepare agents, supervisors, and leaders for transitions
• Track and report on key project metrics, status, and outcomes to senior leadership
• Ensure compliance with quality, security, and SLA requirements throughout delivery
• Conduct post-implementation reviews and capture lessons learned for continuous improvement

Required:

• Bachelor's degree in business, IT, Engineering, or related field
• 5+ years of project management experience, ideally in Change Management both in IT and the Business
• Strong understanding of contact center platforms (ACD, IVR, CRM, WEM, CCaaS)
• Excellent communication and stakeholder management skills
• Proficiency with project management tools (e.g., MS Project, Jira, Smartsheet, Asana)
• Strong financial acumen with experience managing budgets and forecasts

Preferred:

• PMP, PRINCE2, or Agile/Scrum certification
• Experience with cloud contact center (CCaaS) platforms
• Knowledge of Lean, Six Sigma, or other process improvement methodologies