Position Summary

• The Portfolio Manager will provide delivery leadership and portfolio governance support for the Contact Center Technology organization, partnering directly with team Leadership. This role will coordinate strategic initiatives, executive reporting, capacity planning, financial management, roadmap execution, and governance activities across a diverse portfolio of transformation and production-support programs.
• The successful candidate will act as the operational leader responsible for ensuring strategic alignment, execution transparency, and delivery accountability across multiple technology and vendor initiatives.

Primary Responsibilities

Portfolio Governance

• Manage enterprise Contact Center and AI transformation portfolios.
• Maintain integrated roadmaps across strategic initiatives.
• Track portfolio health, milestones, dependencies, risks, and financials.
• Drive portfolio prioritization discussions and investment decisions.
• Facilitate executive governance reviews and steering committee meetings.

Executive Reporting

• Prepare executive-level presentations and status updates.
• Develop quarterly business reviews (QBRs).
• Create leadership dashboards and performance scorecards.
• Deliver concise updates for senior leadership and executive stakeholders.

Strategic Planning

• Coordinate annual planning and funding activities.
• Support business case creation and staffing models.
• Manage capacity planning and resource forecasting.
• Track vendor engagements and delivery commitments.

Program Coordination

Facilitate cross-functional collaboration between:

• Product
• Operations
• Architecture
• Development
• Testing
• Cybersecurity
• Vendors

Financial & Resource Management

• Monitor budget performance.
• Track project burn rates and forecasts.
• Support contractor and staffing requests.
• Maintain resource plans for strategic initiatives.

Desired Qualifications

• 7+ years in Portfolio Management, Program Management, or Technology Delivery Leadership.
• Experience managing enterprise technology portfolios.
• Strong executive communication skills.
• Proven experience producing leadership materials and governance reporting.
• Experience with Agile, Waterfall, and hybrid delivery frameworks.
• Familiarity with Contact Center operations and AI initiatives preferred.

Success Measures

• Accurate portfolio reporting.
• Effective risk management and dependency tracking.
• On-time executive deliverables.
• Improved delivery transparency.
• Successful coordination of strategic transformation efforts.

Must Have

• Accomplished Program Manager
• Advanced proficiency with: o Data platforms (Snowflake, SQL, ETL frameworks)
• Reporting tools (Tableau, Excel, Power BI) Contact center technologies (Genesys preferred)

Strong understanding of:

• IVR systems, call routing, and workforce optimization
• End-to-end customer journey analytics

Advanced proficiency with:

• Data platforms (Snowflake, SQL, ETL frameworks)
• Reporting tools (Tableau, Excel, Power BI)
• Contact center technologies (Genesys preferred)

Strong understanding of:

• IVR systems, call routing, and workforce optimization o End-to-end customer journey analytics

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.

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