Senior Project Manager - Customer Transformation Program

Job Description

Job Description

Job Title: Senior Project Manager – Customer Transformation Program
Location: Remote (Columbus, OH)
Travel Requirement: Bi-weekly travel to Columbus, OH
Contract Duration: 6–12 months (Strong possibility of extension)
Pay Rate: $100–$130/hour (W-2)
W-2 Option w/ Benefits: $95-$125/hour
Healthcare: ICHRA health benefit option available
Employment Type: W-2 Only (U.S. Citizens only – No visa sponsorship)

Position Summary

We are seeking experienced Senior Project Managers to support a large-scale, customer-facing transformation program. These roles will be aligned to specific functional workstreams and will focus on driving execution across customer experience, CRM, billing, and customer service platforms.

This role requires a strong delivery-oriented Project Manager who knows how to drive progress, track execution, and hold teams accountable in complex, cross-functional environments. The Senior Project Manager will partner closely with business leaders, technology teams, and vendors to ensure customer-facing initiatives are delivered effectively and with a strong focus on customer experience outcomes.

Key Responsibilities

• Lead execution of customer transformation initiatives aligned to assigned workstreams
• Drive delivery across customer-facing systems and processes, including website interfaces, CRM platforms, billing workflows, IVR and call center technologies, and customer service operations
• Develop and manage detailed project plans, milestones, risks, and dependencies
• Track progress across internal teams and external vendors, ensuring accountability and timely resolution of issues
• Facilitate collaboration across business, IT, customer service, billing, and digital teams
• Provide clear and consistent status reporting to leadership and stakeholders
• Identify delivery risks, dependencies, and gaps impacting customer experience and drive corrective actions
• Ensure initiatives align with broader customer experience strategy and transformation objectives

Required Qualifications

• 7+ years of experience leading complex, enterprise-scale projects or programs
• Proven experience supporting customer transformation or customer experience initiatives
• Experience working with CRM platforms and customer data workflows
• Strong execution mindset with demonstrated ability to drive delivery and accountability
• Experience managing cross-functional teams across business and technology organizations
• Excellent communication, stakeholder management, and facilitation skills

Preferred Qualifications

• Experience working with SAP in a customer, billing, or order-to-cash context
• Experience with customer billing systems, IVR platforms, or call center technology
• Background in customer service operations or digital customer experience initiatives
• Experience in utilities, energy, or other regulated industries is a plus