Project Manager

Project Manager

Trillium Professional is now seeking a Project Manager of Customer Care Center Transformation in Rutland, VT!

This is a Contract-to-Hire (6 months) position. This is more of a business PM role (not IT), but will work closely with IT.

Seeking a Project Manager to support a high-impact transformation of its Customer Care Center (CCC). This role will sit on the business side, partnering closely with operations and IT to drive execution across a multi-phase initiative focused on improving customer experience, operational efficiency, and digital engagement.

This is a hands-on role for someone who can operate in a fast-moving environment, manage cross-functional workstreams, and keep initiatives moving forward as priorities evolve.

What You'll Be Driving This role will support delivery across a phased transformation, including:

• Stabilization and simplification of core call center platforms and workflows
• Implementation of call recording, quality management, and compliance processes
• Customer identification and intelligent call routing enhancements
• Queue redesign and workforce optimization initiatives
• Expansion of digital channels (chat, SMS, self-service, AI-enabled tools)
• Consolidation of customer experience under a unified brand and platform

Key Responsibilities:

• Drive execution of Customer Care Center transformation initiatives across multiple phases
• Partner with business leaders (Customer Care, Operations) and IT teams to align priorities and deliverables
• Develop and manage project plans, timelines, and dependencies
• Coordinate across cross-functional teams including operations, IT, and third-party vendors
• Track progress, risks, and milestones; proactively address blockers
• Ensure initiatives are delivered with measurable business outcomes (efficiency, customer experience, cost reduction)
• Support evolving priorities and accelerated timelines driven by leadership

What We're Looking For:

• Project Manager with strong business-side experience (not purely IT-focused)
• Experience working on customer operations, call center, or service transformation initiatives
• Ability to work across business and technical teams and translate between the two
• Strong execution mindset — someone who can drive work forward, not just track it
• Comfortable in a fast-paced, evolving environment with shifting priorities
• Strong communication and stakeholder management skills

Preferred Experience:

• Customer care / contact center environments
• Workforce optimization, routing, or customer experience initiatives
• Digital channel expansion (chat, self-service, AI tools)
• Process improvement or operational transformation work

Additional Considerations:

• Must be local or willing to be on-site regularly in Rutland, VT
• Looking for someone interested in a longer-term opportunity with potential to convert

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.

By applying to this job, I agree to receive electronic communications including SMS text and email regarding future opportunities, referral bonus incentives, and other promotions from Trillium. You may opt out at any time from future communications by responding STOP to any electronic communication. You may view our full privacy policy at

Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and other leave, if applicable. Trillium's offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.

Contact Us if you have any questions