Description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Senior Project and Change Manager will be responsible for the hands-on execution and coordination of various projects and change management initiatives. This role requires a strong focus on project execution using PMI methodologies, effective communication, and efficient resource management.

They will serve as a resource to the client's Partner Management PMO Team, coordinating with them to drive continuous improvement and process optimization initiatives. This manager must possess strong analytical skills, project management experience, and the ability to work effectively with different roles within the program, such as Program Operations, WorkForce Management, Training, and Quality, as well as with external departments like Finance and Human Resources, where applicable.

As Senior Project and Change Manager, You Will...

• Execute and/or coordinate projects and changes that are prioritized and planned by the Partner Management PMO team.
• Apply formal PMI (Project Management Institute) and Change Management methodologies to ensure a deep focus on overall project execution.
• Practice effective communication with the PMO team and other stakeholders.
• Ensure the efficient use of resources throughout the project lifecycle.
• Support the Partner Management PMO team as they allocate projects, provide high-level plans and timelines, and manage internal communication.
• Utilize unified Communications and Collaboration tools such as Zoom, Google Workspace, MS Teams, and similar tools.

As Senior Project and Change Manager, You Need...

• Minimum of 5 years of professional project management experience.
• Project Management Professional (PMP) certification. (Required)
• Change Management certification (e.g., CCMP, Prosci, or similar). (Preferred)
• Demonstrated experience managing and coordinating complex projects and changes.
• Proficiency with business applications such as Office 365 or Google Suite.
• Familiarity with project management tools (e.g., JIRA, Asana, Lucidchart) and automation tools (e.g., Smartsheet).

• Project management and execution skills, the ability to plan and execute projects-often utilizing formal methodologies (like PMP principles)-to deliver on specific goals, meet deadlines, and stay within budget.
• Excellent change management skills.
• Process optimization skills to analyze existing workflows and processes, identify inefficiencies, and implement improvements to increase effectiveness, quality, and speed.
• The capacity to work effectively with teams and stakeholders from different departments or functional areas to achieve a shared objective.
• The ability to clearly and effectively convey information, ideas, and project updates, both verbally and in writing, to diverse audiences, including senior leadership and team members.
• The critical thinking skill required to identify the root cause of issues, develop practical solutions, and implement corrective actions under pressure.
• Excellent data analysis skills to gather, interpret, and use quantitative and qualitative data to inform decision-making, measure project performance, and identify trends.
• Ability to work flexible hours as required.
• May require occasional travel.