Senior Project Manager - Customer Transformation Program

Job Description 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