IT Program Manager with Salesforce, CRM or Genesys Experience (only W2 Position – No C2C Accepted)

About STG

STG is a SEI CMMi Level 5 company with several Fortune 500 and State Government clients. STG has an opening for IT Program Manager with Salesforce, CRM or Genesys Experience.

Please note that this project assignment is with our own direct clients. We do not go through any vendors. STG only does business with direct end clients. This is expected to be a long-term position. STG will provide immigration and permanent residency sponsorship assistance to those candidates who need it.

Key Responsibilities

• Lead all project management activities to manage the overall program execution within scope and financials (program budget), focused on enhancing the NA customer service CRM platforms, tools, customer and contact center agent facing digital channels including voice, chat, SMS, web, and mobile, and associated operational customer service processes with the integration and implementation of AI and business process automations.
• Develop detailed project plan and program implementation timeline in collaboration with ICT and 3rd Party business partner program managers and business leads, including definition of key project milestones and associated tasks, actions, responsible owners, and timings to complete each milestone.
• Monitor all activities and deliverables progression for all project plan milestones, managing percentage completions and development of project status reporting, in various formats including Excel and/or PowerPoint, and tailored to different audiences (regional and global) and levels of the organization.
• Present project status updates to various business groups and all levels of the company across multiple organizations, inclusive of milestone activities and completion rates, project risks/issues and mitigation plans, and performance of the program to defined KPIs.
• Manage proactive assessment of all plan activities as implemented, identifying and addressing risks and issues and establishing corrective actions and risk mitigation plans.
• Collaborate with ICT, Customer Care Business Development, Customer Enhancement, and Operations teams, as well as other business plan stakeholders to define project requirements and success criteria.
• Establish and track key performance indicators (KPIs) for the project targeted operational improvements, deliverables, and outcomes in alignment with the business case established and develop reporting on the same.
• Oversee the project implementation of the new systems and technologies, leveraging program management best practices with all project-supporting functions and stakeholders.
• Develop program and use case change management and launch readiness plans, to ensure successful system, platform, and process user adoption and minimal disruption to the business operations and customer service.
• Manage and coordinate cross functional project workstreams and deliverables, including process development, validation of system testing and integrations with ICT and technology provider, UAT with business and ICT groups, knowledge management, training, launch readiness planning, communications, and overall stakeholder engagement.
• Ensure compliance with organizational policies, data security, and regulatory requirements throughout the project lifecycle.
• Define, establish, and facilitate regular program management and governance reviews with engaged business stakeholders and cross functional teams.

Qualifications

• 8+ years of experience managing technology projects and operational programs in a customer service or contact center environment.
• Proven track record of delivering complex projects on time and within budget.
• Strong understanding of customer service technologies (CRM, ticketing systems, telephony platforms, chatbots, analytics tools).
• Excellent communication, leadership, and stakeholder management skills.
• Significant experience with process mapping, operational analysis, and change management.
• Proficiency in project management and application development methodologies (Agile, Waterfall, or hybrid) and related tools (e.g., MS Project, Jira, other).
• Analytical mindset with ability to assess risk, interpret data, and drive actions to remediate.
• Ability to work in a highly fast-paced, dynamic environment and manage multiple priorities.
• Certification in Project Management (PMP), Lean Six Sigma, or equivalent is a plus.

Education Required

• Bachelor's degree or equivalent qualification in computer science, engineering or related disciplines

Location

IT Program Manager with Salesforce, CRM or Genesys Experience is based in Auburn Hills, MI. A great opportunity to experience the corporate environment leading personal career growth.

Resume Submittal Instructions

Interested/qualified candidates should email their word formatted resumes to Vasavi Konda – vasavi.konda(.@)stgit.com and/or contact @(Two-Four-Eight) Seven- One-Two – Six-Seven-Two-Five (@248.712.6725). In the subject line of the email please include: First and Last Name: IT Program Manager with Salesforce, CRM or Genesys Experience.

For more information about STG, please visit us at www.stgit.com.

Sincerely,

Vasavi Konda| Recruiting Specialist

“Opportunities don’t happen, you create them.”

Systems Technology Group (STG)

3001 W. Big Beaver Road, Suite 500

Troy, Michigan 48084

Phone: @(Two-Four-Eight) Seven- One-Two – Six-Seven-Two-Five: @248.712.6725(O)

Email: vasavi.konda(.@)stgit.com