Manager - Major Projects

Manager - Major Projects (Gen AI)

Reports to (Title): Director, Customer Service Projects

Work type: Office

Location: Pittsfield, MA, Augusta ME, Portland, ME, Orange CT, Rochester NY, Kirkwood NY

The base salary range for this position is dependent upon experience and location, ranging from $134,720- $176,400

Job Summary

The Manager – Major Projects leads enterprise‑wide coordination of Generative AI initiatives within the customer service organization, overseeing prioritization, investment planning, and execution across business, IT, and operations. This role ensures alignment of GenAI efforts to strategic objectives, manages funding and delivery timelines, and provides clear visibility to leadership. The position is accountable for value tracking, financial management, executive reporting, and senior‑stakeholder engagement to drive successful realization of GenAI investments.

Key Responsibilities

• Lead enterprise‑wide coordination of Generative AI initiatives, overseeing prioritization, investment planning, and execution across business, IT, and operations.
• Serve as the primary point of accountability for aligning GenAI programs to strategic objectives, approved funding, and delivery timelines.
• Develop and maintain integrated GenAI program plans, ensuring initiatives progress from intake through execution with clear ownership and accountability.
• Establish and manage a consistent leadership reporting cadence, defining what is reported, when it is reported, and how progress and outcomes are communicated.
• Design and maintain value‑tracking frameworks to measure financial, operational, and strategic impact of GenAI investments.
• Own program‑level financial management, including budget planning, forecasting, spend oversight, and variance management.
• Identify, manage, and resolve cross‑functional risks, dependencies, and execution constraints that may impact delivery or outcomes.
• Partner closely with senior business, technology, and operations leaders to maintain alignment on priorities, investment decisions, and delivery expectations.
• Ensure disciplined execution governance, transparency, and decision support across all GenAI initiatives.
• Build and sustain strong senior‑stakeholder relationships to support effective communication, informed decision‑making, and successful program outcomes.

Required Qualifications

• Bachelor's degree in business, technology, or a related field.
• 8–10+ years of experience in program management, portfolio management, or enterprise initiative delivery within complex organizations.
• Demonstrated experience leading cross‑functional programs that span business, IT, and operations.
• Strong financial acumen, including experience with budgeting, forecasting, investment tracking, and value realization measurement.
• Proven ability to develop clear, executive‑level reporting and communicate progress, risks, and outcomes to senior leadership.
• Strong stakeholder management skills with experience aligning diverse senior audiences around shared priorities and delivery commitments.
• Excellent organizational, problem‑solving, and execution management capabilities.

Preferred Qualifications

• Experience leading large‑scale digital, data, analytics, or AI‑related programs.
• Strong executive communication and facilitation skills, with the ability to support decision‑making at the leadership level.
• Experience operating within regulated, matrixed, or highly complex enterprise environments.
• Business-oriented with excellent presentation and storytelling skills.
• Ability to manage multiple priorities, challenging deadlines, and technologies.
• Collaborative approach with counterparts in the management team to meet priorities and resolve issues.
• Excellent oral and written communication skills, with experience interacting with individuals at all levels, including executives.
• Expertise in PMO functions and practices.
• Experience in program management, overseeing multiple projects and coordinating dependencies.
• Strong leadership, planning and management skills.