Manager, CCM PMO Project & Portfolio Management



18331 Manager, CCM PMO Project & Portfolio Management (Open)


Position Type:

Full time






Position Details:

The Manager, PMO has primary responsibility for management and leadership of the CCM Project Management Organization (PMO). 

  • Focused on processes and operational efficiencies, especially where they can be used to improve the project, program and portfolio management service offering, reduction in cost or increased client satisfaction
  • Delivers input on policies, programs, staffing organizational design, strategy, for CCM senior management
  • As a shared function develops and maintains cross-functional partnerships with other CSG departments and relevant client stakeholders to maximize the effectiveness and credibility of the CCM PMO
  • Assures CCM PMO team compliance to both client SLA attainment and/or committed initiative milestones and drive broader SLA standards for solutions and services offered for customer(s) in line with CSG policies and Project, Program and Portfolio Management best practices
  • Acts as the communications conduit to executive sponsors and program steering committee and coordinates regular project, program and portfolio briefing/status updates
  • Coaches, matures and mentors their PMO team members to ensure service and operational efficiencies are gained and maintained
  • Establishes, builds upon and continuously grooms an Inclusive, Collective, Supportive and Family based Culture
  • Creates program and portfolio plans, monitors their health and expenses that successfully deliver on organization objectives
  • Provides metrics and reporting to ensure programs and portfolios are on track
  • Responsible for timely program and portfolio Risk/Issue identification and mitigation
  • Provides leadership and direction to matrix teams that span multiple internal organizations (Facility Operations, Platform Operations, Account Management, Finance, Accounting and Information Technology Development, etc.) and external customer/vendor organizations.
  • Subject Matter Expert with advanced technical aptitude and CSG Product knowledge, specializing in Customer Communications Management (i.e. Print/Mail, Electronic Statements & Email, Text and Interactive Messaging, Interactive Voice Response (IVR), Websites, Fieldforce Management Systems, Database platforms, Payment Card Industry (PCI), Security, etc.). 


  • Bachelor’s degree in Business, Computer Science, Management Information Systems or equivalent education/experience required.
  • Project Management Professional (PMP), Certified Scrum Master (CSM), SAFe Program Consultant (SPC) or another Project Management/Agile certification strongly preferred.


(Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.)

  • 3+ Years portfolio management experience
  • 5+ Years leadership experience, in lead, supervisory and/or management role
  • 10+ Years related project and program management experience within a large implementation/software transformation domain.

Knowledge, Skills and Abilities 

  • Strong communicator and with a high aptitude to collaborate and influence others to get things done, even without a formal line of authority
  • Very client focused, results driven, and has a proven background of client relationship building
  • A servant leader with collaborative coaching and mentorship skills
  • High degree of technical and business analytical knowledge, with significant Customer communications Management experience (Print/Mail, Electronic Statements & Email, Text and Interactive Messaging, Interactive Voice Response (IVR), Websites, Fieldforce Management Systems, Database platforms, Payment Card Industry (PCI), Security, etc.)
  • Great arbitration, negotiation and organizational skills
  • Understanding of Financial principals and reporting
  • Expert level of analytical problem solving and decision-making skills to identify and diagnose problems beyond current boundaries potentially requiring highly complex methods, theories and solutions
  • Demonstrates expert understanding of Project and software development methodologies (SDLC, SAFe, Scrum and Agile).
  • Demonstrates expert knowledge and experience with project, program and portfolio management
  • Expert level capability with Project management tools (e.g. Microsoft Project, timesheet systems) and office tools (e.g. Jira, Microsoft Project, Word, Excel, PowerPoint, Visio, SharePoint, Confluence, RACI’s, Burndown Charts and Risk Assessments).
  • Thorough understanding of CSG products/solutions will be an advantage, with emphasis in CCM products
  • Demonstrates expert knowledge and experience with Stakeholder management
  • Demonstrates advanced ability to navigate executive level collaboration, understand their needs and balance conflicting points of view
  • Demonstrates advanced ability to recognize when Change Assurance and Management will be required and implement appropriate strategy
  • Demonstrates expert judgment in risk identification and mitigation
  • Demonstrates expert knowledge level of Kanban task board, Work in Process (WIP) limits, and forecasting.
  • Delivers effective training, coaching and mentoring on Project Management and Agile practices across the enterprise when needed
  • Demonstrates leadership and the ability to influence in tactical and strategic initiatives
  • Demonstrates ability to understand how they are being perceived within the culture and make appropriate adjustments
  • Demonstrates advanced crucial conversations and negotiation skills
  • Ability to read, write, speak and understand the English language in a business environment

Job ID: 6241

Posted 19 days ago

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