Director, Program Management, CX

📋 Description

• Define and govern project methodology, quality standards, governance, and continuous improvement.
• Full ownership and accountability of projects from Day 1.
• Lead the PM team and drive multi-million revenue targets.
• Oversee multiple accounts/projects; personally manage projects as needed.
• Collaborate with sales, R&D, PMs, and cloud teams for delivery.
• Drive customer satisfaction and KPI performance; escalation point for issues.

🎯 Requirements

• 8-10 years of account and customer management experience.
• 3+ years of management experience.
• Knowledge of project management theory and practice.
• PMI Certification is an asset.
• Contact Center background (Avaya, Cisco) with strong technical orientation.
• IT deployment projects delivery experience.
• Experience serving regional/global customers in a multi-cultural environment.
• Bachelor’s or Master’s degree in IT management or Business preferred.