Senior Project Manager - Customer Transformation Program

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

Full-time

Fully remote