Senior Project Manager, CCM PMO


19076 Senior Project Manager, CCM PMO (Open)

Position Type:

Full time



Position Pay Range:

Pay Range may vary by geographical location



Position Details:

The PMO Project Manager Senior has primary responsibility for managing and monitoring the implementation of complex projects and/or programs from conception through delivery.  They organize activities ensuring completion within plan, scope and budget constraints and serve as liaison between cross-functional technical and non-technical resources and stakeholders to ensure that all targets and requirements are met.  They are responsible for the identification, escalation and mitigation of Project and Program impediments.  Senior team members have a solid understanding and growing knowledge base in Project Management, Scaled Agile Framework (SAFe) and Agile practices, mentoring their peers and teams and beginning to guide the organization in these principles.

The Senior Project Manager role differentiates themselves by demonstrating a growing span of influence, working across organization lines, while collaborating with varying levels of team members and leadership (including Director, VP and C level). They coach, mature and mentor junior Project Managers and project team members to consistent application of project management and agile practices.  A Senior possesses insight into the organization’s vision and appropriately influences, translates, and manages activities that contribute to successful accomplishment of the company’s mission.

This position is specifically targeted to project and program management in the Digital Customer Communications space.  Candidates will demonstrate expertise and a deep understanding of the Digital products and processes, specifically focused in the domains of Email, SMS/Text, Interactive Voice Response (IVR), Conversational Artificial Intelligence, Web spaces, Database platforms, etc.).  With a background in IT Project Management and Business Analysis, the candidate will be able to evaluate, plan and execute projects, while anticipating risk and build plans to mitigate them.  Direct external customer collaboration along with a high degree of technical aptitude will enable the candidate to establish lasting customer relationships, while making them effective at understanding and collecting client requirements and articulating them to their technical teams. Candidate must understand urgency in tight timelines, while collaboratively influencing their teams to achieve a common goal.

Essential Job Functions 

  • Organize and manage medium to large size projects and aid in program execution.
  • Creates project plans, monitors schedules, and expenses that successfully deliver the project vision and requirements within the scope, time and quality constraints.
  • Provides metrics and reporting to ensure projects are on track
  • Responsible for timely Risk/Issue identification and mitigation
  • Leads 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.
  • Possesses a better than average technical aptitude and CSG Product knowledge, specializing in Customer Communications Management (i.e. Print/Mail, Electronic Statements & Email). 
  • Builds and executes operational readiness plans and ensures fluidity in transition from project staff to operational staff (i.e. Accounting, Facility Operations, Development, International Service Help Desk (ISD), Account Management, etc.)
  • Responsible for aligning plans and removing impediments across multiple organizations and teams.  This often includes effective negotiation skills to establish plans that best align objectives across organizations and with our customers.
  • Occasionally coaches, matures and mentors other PMO, Project Team Members and other organization resources to ensure service and operational efficiencies are gained and maintained. 
  • With guidance influences and leads Service, Project and Program Visions utilizing advanced Change Assurance Skills. 

Knowledge, Skills and Abilities 

  • Demonstrates advanced knowledge in Technology Domain (Email, SMS/Text, Interactive Voice Response (IVR), Conversational Artificial Intelligence, Web spaces, Database platforms, Print/Mail, Electronic Statements, Payment Card Industry (PCI), Security, etc.)
  • Demonstrates analytical problem solving and decision-making skills
  • Demonstrates advanced knowledge in IT software development (SDLC) methodologies and processes
  • Demonstrates advanced knowledge in the Scaled Agile Framework methodology
  • Demonstrates advanced knowledge and experience in Project and Program management
  • Demonstrates advanced knowledge and experience to effectively interact with Portfolio level management
  • Demonstrates advanced knowledge and experience with Stakeholder management
  • Demonstrates ability to navigate executive level collaboration, understand their needs and balance conflicting points of view
  • Demonstrates ability to recognize when Change Assurance will be required and implement appropriate strategy
  • Demonstrates advanced judgment in risk identification and mitigation
  • Demonstrates advanced knowledge level of the Agile roles, artifacts and ceremonies of Scrum and Kanban
  • Demonstrates advanced 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
  • Advanced knowledge in project management tools (e.g. Jira, Microsoft Project, PowerPoint, Visio, SharePoint, RACI’s, Burndown Charts and Risk Assessments)


  • 5+ Years related project and program management experience


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

This role is eligible for a bonus opportunity.


CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please Click Here.

This role is eligible for a bonus opportunity.

Job ID: 7119

Posted 22 days ago

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