Job Summary

Senior Project Manager - Retail Contact Center

  • Location:
    Austin, TX
  • Salary:
    65 $ - 70 $ / Hour
  • Job reference:
  • Category:
    Management - Sales
  • Contract Type:

We are currently looking to hire a Senior Project Manager for the Ecommerce and Business Contact Center for a very reputable company located in Austin, TX.

This person will manage a medium to large-sized, global cross-functional projects as well as apply project management methodology to support the implementation of key systems and/or business processes in a Contact Center Assisted Sales & Service environment.


  • 5+ years of project management experience in eCommerce and/or Contact Center environment

  • 3-5 years experience in Business Analysis

  • A proven track record of successfully leading multiple concurrent projects of medium (4-8 months) and large (8-12 months) scope

  • Ability to use data and analysis to support process flows and to influence other

  • Proven experience creating effective Business Requirement Documentation


  • Oversee end-to-end implementation of several global portfolio projects focusing on the interactions between contact center agents and Apple customers, facilitating an overall great customer experience

  • Lead the coordination of resources, project scope, business requirement documentation, project documentation, project status reporting, project risk management, timelines, project communication, change management as well as post-implementation audit reviews.

  • Oversee all aspects of the project including business requirements documentation, stakeholder analysis, timelines, budgets, resource allocation, scope, definition and project communication.

  • Collaborate with business partners and regional counterparts to efficiently write requirements.

  • Ability to influence decisions and facilitate change management through collaboration and leadership. Candidate must be able to act as a liaison between the business and technology groups to ensure business project needs are adequately met with technology solutions.

  • Ability to gain alignment between the technology and business strategy to create a phenomenal customer experience by proactive partnering with all levels, including Sr. Leaders, the Business and Operations communities.

  • Maintains a positive attitude

  • Exceptional communication and facilitation skills

  • Thrives in ambiguous work environment

  • Strong team player with a high degree of flexibility

To be considered for this position, please use the "apply now" button to submit your resume. If you have questions about the position please contact Christopher Morales at or at .

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