About the Role

We are seeking an experienced Senior IT Project Manager to lead the Customer Contact Modernization (CCM) Project, a strategic technology initiative focused on improving customer service operations, expanding service channels, and delivering a modern, seamless customer experience.

In this role, you will oversee project planning, execution, stakeholder coordination, and reporting while ensuring successful delivery of project objectives. The ideal candidate is a strong leader with extensive experience managing IT projects and collaborating with cross-functional teams in a dynamic environment.

Key Responsibilities

• Lead and manage complex IT projects from initiation through completion.
• Develop and maintain project plans, schedules, timelines, and documentation.
• Coordinate project activities across internal teams, vendors, and stakeholders.
• Facilitate meetings, workshops, and project discussions.
• Monitor project progress, risks, issues, and dependencies.
• Prepare and deliver status reports and executive-level updates.
• Ensure projects are completed on time, within scope, and aligned with business objectives.
• Follow established project management methodologies, processes, and governance standards.
• Utilize project management tools and systems, including ServiceNow Portfolio and Project Management.
• Support effective communication and collaboration among project stakeholders.

Qualifications

Required

• Minimum 7 years of experience managing IT projects, or equivalent experience based on educational qualifications.
• Strong knowledge of project management principles, methodologies, and best practices.
• Excellent organizational, facilitation, and leadership skills.
• Strong verbal and written communication abilities.
• Experience preparing project documentation, reports, and executive presentations.
• Ability to adapt to established team processes and procedures.

Preferred

• Expert-level project management experience.
• Experience with ServiceNow Portfolio and Project Management (PPM).
• PMP or other project management certifications.
• Experience supporting customer service, contact center, or digital transformation initiatives.

Work Arrangement

This is a hybrid position combining remote work with occasional on-site work in Olympia, Washington.

If you’re a results-driven project manager with a passion for leading impactful technology initiatives, we’d love to hear from you.