IT Project Manager II / Senior Program Manager (CX & IVA Programs)

Program Leadership & Delivery End-to-End Ownership: Lead the strategic planning, orchestration, and execution of high-impact customer experience, contact center, and conversational AI/IVA programs. Integrated Planning: Develop and maintain comprehensive project plans, milestones, critical dependencies, deliverables, and success metrics. Accountability: Drive operational rigor and accountability across multiple matrixed teams, ensuring delivery commitments align with business goals.

Risk & Dependency Management Proactive Mitigation: Forecast, identify, and assess risks and cross-team dependencies before they impact delivery timelines. Issue Resolution: Establish formal risk management frameworks, surface emerging roadblocks early, and present actionable mitigation solutions to leadership.

Cross-Functional & Vendor Governance Stakeholder Alignment: Partner closely with Product Management, Engineering, IT, Operations, and Business stakeholders to navigate competing priorities and remove blockers. Vendor Management: Oversee strategic third-party vendors and consulting partners, holding external teams accountable for transparency, timelines, and deliverables.

Executive Communication & Operational Rigor Executive Dashboards: Prepare and deliver executive-level reporting, status updates, and presentations detailing program health, milestones, and strategic decisions. Governance Facilitation: Lead recurring program reviews and governance meetings, bringing structure and visibility to the broader product portfolio., Direct experience supporting customer experience (CX), contact center, IVR, IVA, conversational AI, or customer service automation technologies. Familiarity with Generative AI capabilities or modern AI-powered customer engagement platforms. Prior background working within regulated industries or large enterprise environments

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For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We are seeking a highly experienced, proactive, and strategic IT Project Manager II / Senior Program Manager to lead a portfolio of critical customer experience and Intelligent Virtual Assistant (IVA) initiatives. This is not a passive coordination role; you will serve as the operational backbone and driving force for complex, cross-functional programs spanning Product, IT, Engineering, Operations, and external vendor partners.

Beyond owning a high-visibility portfolio, you will help institutionalize program management rigor across our broader product organization-improving visibility, standardizing governance, and driving delivery discipline. If you possess exceptional executive presence, a talent for forecasting risks before they materialize, and the ability to influence without authority across diverse technical and business teams, we want to hear from you., Education: Bachelor’s degree in Business, Computer Science, or a related technical discipline (or an equivalent combination of education, training, and experience). Experience Baseline: Minimum of 5 to 10+ years of professional project management and program delivery experience, with a strong focus on leading large-scale technology initiatives. Technical Mastery: oProven track record managing complex, cross-functional programs across Product, Engineering, IT, and Business organizations. oStrong working knowledge of Agile, hybrid, and enterprise-scale delivery methodologies. oAdvanced experience creating executive-level presentations, status reports, and program dashboards. oDemonstrated expertise in third-party vendor management and contract/SOW coordination. Core Competencies: Exceptional risk forecasting and dependency management skills; proven ability to influence without authority; superior written and verbal communication abilities. Reference Requirement: Candidates must be able to provide professional references upon request to discuss past program management experience.