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Senior PMO Manager

Job Level: W2T Consultant

Job Location: Hybrid- Tuesday to Thursday in Northbrook

Travel Expectations: No Travel

Job Classification: Temporary (W2T)

Join Centric Consulting - A Culture You'll Love

At Centric Consulting, we've cultivated a unique approach to business. Our business is built on three fundamental principles: Enjoy the people you work with, have fun, and do great work. These principles define our consulting model and have crafted one of the most vibrant cultures in the consulting industry - celebrating individuals, collaboration, and lifelong friendships.

In this role, you will:

• Lead end-to-end delivery of an AI Customer Service Chat Bot implementation.
• Drive program governance, planning, execution, risk management, and executive communications.
  with Customer Service, Operations, IT, Digital, and Leadership teams to execute the transformation roadmap.
• Oversee integration efforts across Dynamics 365, Genesys, and related platforms.
• Develop business readiness, adoption, training, and change management strategies.
• Establish KPIs and success metrics focused on customer experience and operational performance.
• Manage cross-functional teams, vendors, and executive stakeholders.

• Lead multiple releases, enhancements, and ongoing transformation initiatives.

Who You Are:

• 10+ years of Program Management experience leading large-scale business and technology transformation programs.
• Proven experience delivering AI-enabled customer service solutions, including Chat Bots, Conversational AI, Virtual Assistants, or Customer Self-Service platforms.
• Strong experience leading Contact Center transformations and customer service modernization initiatives.
• Experience implementing or enhancing IVR (Interactive Voice Response) solutions and customer journey design.
• Demonstrated success leading Organizational Change Management (OCM) initiatives, including stakeholder engagement, communications, training, and adoption.
• Proven track record leading enterprise-wide business transformation programs.
• Strong executive presence with exceptional communication and stakeholder management skills.
• Experience redesigning business processes and operating models to deliver measurable business outcomes.
• Experience with Microsoft Dynamics 365 Customer Service.
• Experience with Genesys Cloud or Genesys Contact Center solutions.
• Experience leading large cross-functional teams and vendor ecosystems.
• Experience supporting digital transformation, customer experience, automation, and AI initiatives.
• Lean Six Sigma or process improvement experience is a plus.

Total Rewards:

We proudly offer competitive compensation, and a comprehensive and well-rounded benefits package for full-time employees that have been designed to nourish your well-being. Benefits offered include health, dental & vision coverage, 401(k) with company match, life insurance, self-managed PTO, paid holidays, parental leave, and other unique incentives that celebrate your accomplishments. We also offer access to many voluntary benefits such as Flexible Spending Accounts, Critical Illness, Hospital Indemnity, Legal Services, as well as discounts on home, auto and pet insurance

• Remote and Hybrid Work
• Time Off When You Need It
• Benefits That Flex
• Professional Development

While benefits eligibility may vary for roles that are non full-time, we provide unique opportunities for growth, skill development, and more. Regardless of your role, you'll be part of a collaborative environment where every team member contributes to our shared success.

Who We Are:

Founded in 1999 with a remote workforce, we combine the benefits of experience, flexibility, and cost efficiency to create tailored solutions centered on what's best for businesses. Now numbering more than 1,400 employees in the U.S. and India, we're committed to solving clients' toughest problems and delivering on our mission of providing unmatched experiences.

Our purpose at Centric Consulting is to bringunmatched experiencesto clients and employees. These aren't just words we use - it's how we became a company and who we are today. Providing an unmatched experience means we approach each other as human beings and lead with empathy and humility. It means we work diligently to ensure we are a place where everyone can create a sense of belonging and feel respected for who they are.

What Makes Centric a Great Place to Work?

We know that creating and sustaining an authentically welcoming culture requires that we all play a part inpromotingdiversity, equity, and inclusion, from our business practice to how we show up for employees and communities. This is how we bringour mission and core valuesto life, working together to provide the highestqualityservices to our clients while allowing our employees to reach their full potential. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws.

Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the application or interview process.