Project Manager

Program Manager – Customer Care Technology Transformation Location: Auburn Hills, MI (Hybrid/Onsite) Duration: Long‑term contract (through end of 2028) Overview We are seeking an experienced Program Manager to support a large‑scale, multi‑year Customer Care technology transformation initiative across North America (U.S., Canada, and Mexico). This role will partner closely with an external systems integrator and internal IT teams to drive execution, coordination, and delivery across a complex enterprise program. Key Responsibilities Program & Project Execution Lead and coordinate cross‑functional technical teams spanning: Application development Systems engineering Data & analytics Network dependencies AI and automation workstreams Define and manage program scope, timelines, milestones, critical path activities, dependencies and resource allocation. Act as a co‑program manager alongside an external solutions integrator to manage plans, deliverables, and execution strategy. Ensure adherence to IT governance, data security standards, and best practices, particularly related to customer data and AI/automation initiatives. Drive accountability through consistent follow‑ups, issue resolution, and schedule management. Documentation & Reporting Maintain comprehensive project documentation including project plans, risk and issue logs, status reports, and meeting notes. Develop executive‑level reporting and presentations. Translate complex technical updates into clear, actionable insights for business and leadership stakeholders. Stakeholder Management Facilitate meetings across Customer Care, IT, and enterprise stakeholders. Coordinate deliverables across geographically dispersed teams in the U.S., Canada, and Mexico. Escalate risks, scope changes, and critical decisions to leadership as needed. Tools & Technologies Microsoft Project (planning and scheduling) Excel (tracking and analytics) PowerPoint (executive reporting) Outlook & Teams (communication and coordination) Qualifications Required Bachelor’s degree in Business, Information Technology, Project Management, or related field. 8+ years of experience managing complex technology programs, preferably within customer service or contact center environments. Proven ability to deliver large‑scale initiatives on time and within budget. Strong knowledge of customer service technologies, such as: CRM platforms Ticketing systems Telephony/contact center technologies Chatbots and automation tools Reporting and analytics platforms Demonstrated experience in stakeholder management, cross‑functional coordination, process improvement and change management. Experience with project delivery methodologies (Agile, Waterfall, Hybrid). Strong analytical, problem‑solving, and risk management skills. Preferred Master’s degree in a related field. PMP, Lean Six Sigma, or equivalent certification. Experience with enterprise‑scale digital transformation programs. Familiarity with AI and automation in customer care environments. Work Environment & Candidate Profile Local to the Auburn Hills, MI area (onsite expectations required). Comfortable navigating large, enterprise‑level program environments. Strong organizational skills with exceptional attention to detail. Demonstrates leadership presence and proactive communication. Able to manage multiple priorities in a fast‑paced environment. Why This Role Matters This role supports a critical, multi‑year transformation initiative designed to modernize customer care capabilities across North America. The Program Manager will play a key role in improving customer experience, enabling advanced technologies, and driving operational excellence at scale. Equal Opportunity Employer The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr