Program Manager - Customer Care Technology Transformation

We are seeking an experienced Program Manager to support a large-scale, multi-year Customer Care technology transformation initiative across North America (U.S., Canada, and Mexico). This role will partner closely with an external systems integrator and internal IT teams to drive execution, coordination, and delivery across a complex enterprise program., Program & Project Execution

• Lead and coordinate cross-functional technical teams spanning:

• Application development
• Systems engineering
• Data & analytics
• Network dependencies
• AI and automation workstreams

• Define and manage:

• Program scope
• Timelines and milestones
• Critical path activities
• Dependencies and resource allocation

• Act as a co-program manager alongside an external solutions integrator to manage plans, deliverables, and execution strategy
• Ensure adherence to IT governance, data security standards, and best practices, particularly related to customer data and AI/automation initiatives
• Drive accountability through consistent follow-ups, issue resolution, and schedule management, * Maintain comprehensive project documentation including:

• Project plans
• Risk and issue logs
• Status reports
• Meeting notes

• Develop executive-level reporting and presentations
• Translate complex technical updates into clear, actionable insights for business and leadership stakeholders, * Facilitate meetings across Customer Care, IT, and enterprise stakeholders
• Coordinate deliverables across geographically dispersed teams in the U.S., Canada, and Mexico
• Escalate risks, scope changes, and critical decisions to leadership as needed, Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Water Resources Project Manager Actalent Southfield, MI*Remote Planning Visionary Leadership Innovation Wastewater Communication Water Treatment Field Inspection Equipment Selection Chemical Engineering Stormwater Management Mechanical Engineering Artificial Intelligence Construction Documentation +0

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• Excel (tracking and analytics)
• PowerPoint (executive reporting)
• Outlook & Teams (communication and coordination), * Bachelor's degree in Business, Information Technology, Project Management, or related field
• 8+ years of experience managing complex technology programs, preferably within customer service or contact center environments
• Proven ability to deliver large-scale initiatives on time and within budget
• Strong knowledge of customer service technologies, such as:

• CRM platforms
• Ticketing systems
• Telephony/contact center technologies
• Chatbots and automation tools
• Reporting and analytics platforms

• Demonstrated experience in:

• Stakeholder management
• Cross-functional coordination
• Process improvement and change management

• Experience with project delivery methodologies (Agile, Waterfall, Hybrid)
• Strong analytical, problem-solving, and risk management skills, * Master's degree in a related field
• PMP, Lean Six Sigma, or equivalent certification
• Experience with enterprise-scale digital transformation programs
• Familiarity with AI and automation in customer care environments, * Comfortable navigating large, enterprise-level program environments
• Strong organizational skills with exceptional attention to detail
• Demonstrates leadership presence and proactive communication
• Able to manage multiple priorities in a fast-paced environment, Pharmaceuticals Microsoft Excel Risk Management Problem Solving Project Scoping Project Closure SAP Applications IT Infrastructure Project Resources Customer Inquiries Project Management Automation Systems Automotive Industry Project Performance Financial Management Resource Utilization Industrial Automation Automotive Electronics Project Implementation Supply Chain Management Artificial Intelligence Balancing (Ledger/Billing) Critical Illness Insurance Data-Driven Decision Making Robotic Automation Software Environment Health And Safety Continuous Improvement Process Systems Development Life Cycle Cross-Functional Team Leadership +0

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This role is STARs-friendly: Skilled Through Alternative Routes., This is a Contract position based out of Auburn Hills, MI. Pay and Benefits

The pay range for this position is $48.89 - $48.89/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company., We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.