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Senior Program Manager

Senior Program Manager

Grand CircleBoston, MA, US
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Senior Program Manager Call Center

Grand Circle seeks an exceptionally talented and motivated Senior Program Manager to join our Technology team.

As a Senior Program Manager, you will bring extensive experience in delivering software development projects within a diverse methodology environment, ensuring consistent and dependable service to sponsors, stakeholders, colleagues, and the Global PMO Team.

In this role, you will oversee a portfolio of software development projects by coordinating team activities and adeptly adjusting to various business domains to meet evolving needs. Your expertise in software project management will make you a go-to resource for advising, coaching, and supporting teams on teamwork dynamics, project management practices, governance, methodologies, and organizational alignment.

Recognizing the significance of setting clear objectives and defining key results to validate the success of initiatives, you will excel as a communicator. You will skillfully convey information using metrics, showcases, and presentations tailored to resonate effectively with diverse audiences. Along with leading projects and team related ceremonies, you will present your team's top initiatives and projects to stakeholders and sprint performance to senior leadership.

Key Responsibilities :

  • Portfolio Leadership : Manage a portfolio of technology projects impacting call center platforms, workforce management systems, CRM tools, telephony / VoIP solutions, and AI / automation initiatives.
  • Strategic Alignment : Ensure that all projects align with organizational priorities, call center KPIs, and long-term digital transformation goals.
  • Vendor Assessment & Selection : Lead RFP / RFI processes, evaluate vendor proposals, and conduct proof-of-concept testing for call center technologies (CRM, telephony, workforce management, AI / automation, analytics).
  • Contract & Relationship Management : Negotiate vendor contracts, manage performance, and ensure SLAs are met throughout the vendor lifecycle.
  • Program Governance : Establish and maintain governance frameworks, reporting processes, and performance metrics to track progress, budgets, and outcomes.
  • Stakeholder Management : Partner with Technology Product Management and serve as the primary liaison between call center leadership, technology teams, vendors, and executive sponsors to align priorities and manage expectations.
  • Risk & Issue Management : Identify, assess, and proactively mitigate risks or roadblocks to ensure timely delivery of initiatives.
  • Change Management : Oversee adoption and training strategies to ensure smooth integration of new tools and systems into call center operations.
  • Continuous Improvement : Recommend enhancements to call center technologies, leveraging automation, analytics, and AI solutions to optimize customer and agent experiences.
  • Team Leadership : Mentor project managers and cross-functional team members, fostering collaboration and professional development.

Requirements :

  • Bachelor's degree in a relevant field or equivalent experience.
  • 15+ years of experience in operations management, project management, and team leadership supporting a technology organization.
  • PMP, PgMP, or SAFe certification strongly preferred.
  • Excellent people management and communication skills.
  • Hands-on experience with Agile and Waterfall delivery methodologies.
  • Proficiency in project portfolio management tools (Jira, Confluence, Smartsheet, MS Project, or equivalent).
  • Demonstrated success in managing program budgets and vendor contracts.
  • Proven track record of managing large-scale cross-functional projects.
  • Strong organizational and time management skills.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple projects simultaneously.
  • Skilled organizational and project management tools and methodologies.
  • Experience with managing technology initiatives for a contact center is a plus.
  • Curiosity and expertise in new call center tech trends (omnichannel, generative AI, self-service tools) is a plus

    • Benefits :

  • 50% Discount on GCC trips
  • Robust healthcare benefits, including medical, dental, vision, and flex spending accounts
  • Generous Paid time off (PTO)
  • Paid holidays throughout the year
  • Company-paid life insurance
  • Paid short and long term disability insurance
  • 401K Retirement Savings account
  • Discounted auto and renters insurance
  • Volunteer and philanthropy opportunities to give back in Boston and where we travel
  • Casual dress code every day
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    Senior Program Manager • Boston, MA, US