Sr. Project Manager

Job Description

Job Description

About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer
At Dialpad, AI isn't just a feature; it's how our teams do their best work every day. We put powerful AI tools in every employee's hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we've built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic .

Your role
As a Sr. Project Manager, you will own the end-to-end deployment process for Enterprise customers, leading complex implementations from kickoff through successful launch and adoption. Throughout each engagement, you will guide customers through the Dialpad Deployment Methodology, managing project scope, timelines, risks, dependencies, and cross-functional stakeholders.

You will serve as a trusted advisor and subject matter expert, partnering closely with customers and internal teams to navigate complex requirements, drive accountability, and deliver successful business outcomes. With a strong understanding of SaaS implementations and customer environments, you will ensure each deployment is executed with rigor and sets our customers up for long-term success with Dialpad.

This position reports to our Sr. Manager, Professional Services, and is remote from North Carolina, USA.

What you'll do

• Master Dialpad's deployment methodology, products, and tools to successfully lead complex Enterprise implementations.
• Own end-to-end deployment projects for Enterprise customers, implementing Dialpad products, features, integrations, and AI-powered capabilities.
• Develop and manage project plans, timelines, milestones, dependencies, risks, and customer deliverables across multiple simultaneous implementations.
• Use cloud-based project management tools to track project progress, maintain project health, and provide clear visibility to customers and internal stakeholders.
• Lead customer project meetings, establish clear expectations and accountability, and proactively identify and resolve risks or blockers.
• Deliver administrator training, coordinate integrations and device provisioning, and partner with technical teams to troubleshoot complex implementation issues.
• Partner closely with Dialpad Solution Architects as a unified deployment team focused on successful project delivery and customer outcomes.
• Collaborate cross-functionally with Customer Success, Account Management, Support, Product, and other key stakeholders throughout the customer journey.
• Manage escalations and project changes effectively, communicating risks, solutions, tradeoffs, and recommended paths forward to customer executives and internal leadership.
• Ensure customers are successfully transitioned from implementation into ongoing adoption and long-term success with Dialpad.

Skills you'll bring

• Bachelor's degree or equivalent practical experience working with SaaS products and implementations.
• 8+ years of Project Management experience, preferably within VoIP, UCaaS, CCaaS, telecommunications, or Enterprise SaaS.
• Demonstrated experience leading complex, multi-phase Enterprise SaaS implementations for Fortune 1000 or similarly complex organizations.
• Proven ability to manage multiple concurrent customer projects while maintaining strong project governance, documentation, and attention to detail.
• Strong project management discipline, including managing scope, timelines, milestones, risks, dependencies, project hours, and deliverables.
• Ability to lead executive-level customer conversations, drive accountability, and confidently navigate challenging project situations.
• Strong escalation, risk, and change management skills, with the ability to develop and communicate clear solutions and mitigation plans.
• Experience working with Smartsheet or similar project management and tracking platforms.
• Experience with Microsoft 365, Google Workspace, Salesforce, Jira, and other cloud-based business platforms.
• Strong cross-functional collaboration skills, with experience partnering across Customer Success, Support, Product, Sales, and other teams.
• Experience consulting with C-level executives and senior leadership to communicate implementation status, risks, issues, solutions, and tradeoffs.
• PMP, PMI, or similar project management certification is a plus.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee's impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Don't meet every single requirement? If you're excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn't meet every qualification, we encourage you to apply. 

  Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.