Director, Strategic Projects – Managed Services

Director, Strategic Projects – Managed Services 

Location: Remote + Some Travel 
Department: Managed Services 
Reports to: Sr. Director of Product & Technology 

About KosmosDX’s Managed Services 

KosmosDX is a technology-driven Managed Services Provider (MSP) specializing in modern contact center and customer experience platforms. We partner with our clients to design, operate, and continuously improve mission-critical systems that power customer engagement. 

As a fast-growing startup, we value ownership, adaptability, and leaders who bring clarity and discipline without bureaucracy. 

Role Summary 

Director, Strategic Projects,  Managed Services owns the execution, operational excellence, and continuous improvement of KosmosDX’s Managed Services vertical. This role ensures client contact center environments operate reliably, projects are delivered predictably, and internal teams are aligned around clear priorities. 

This is a hands-on, high-ownership role in a startup environment. The ideal candidate thrives in ambiguity, can shift between strategic planning and tactical execution, and is comfortable wearing multiple hats to support the business. 

What You’ll Be Responsible For 

Managed Services & Client Operations 

1. Own day-to-day delivery and operational health of managed services clients. 

1. Ensure stability, performance, and uptime of contact center platforms and integrations. 

1. Serve as the primary escalation point for client operational issues and incidents. 

1. Lead incident response, root cause analysis, and preventative improvement initiatives. 

1. Maintain strong client relationships through clear communication and accountability. 

Project & Delivery Management 

1. Plan, track, and deliver multiple concurrent client projects and enhancements. 

1. Define scope, timelines, dependencies, and milestones; manage risks proactively. 

1. Ensure projects and “core rocks” are organized, visible, and delivered on time. 

1. Drive cross-functional execution across Product, Engineering, and Operations. 

1. Maintain accurate, up-to-date project tracking and reporting in Jira. 

Tools, Systems & Documentation 

1. Own delivery workflows using Jira and Confluence. 

1. Ensure operational runbooks, SLAs, and escalation paths are documented and current. 

1. Leverage Tableau and reporting tools to provide operational visibility and insights. 

1. Continuously improve processes to reduce friction and increase predictability. 

Product Team Support (Seasonal) 

1. Support Product and Engineering teams during slower client delivery periods. 

1. Assist with backlog organization, release coordination, and roadmap execution. 

1. Act as a delivery partner to help improve execution velocity and clarity. 

Startup Leadership 

1. Take on additional responsibilities as needed to support the growth of the company. 

1. Help shape how KosmosDX scales its Managed Services operations. 

1. Model ownership, accountability, and a solutions-oriented mindset. 

Systems & Platforms You’ll Work With 

1. Salesforce (CRM) 

1. Tableau (Visualizations) 

1. Five9 (Telephony) 

1. Jira (Ticketing) 

1. Confluence (Knowledgehub & SOP Library) 

How Success Is Measured 

This role is accountable to clear KPIs and OKRs, including but not limited to: 

1. ≥ 99.9% uptime across managed client platforms 

1. ≥ 90% on-time, on-scope project delivery 

1. ≥ 95% client retention for managed services 

1. Reduced incident resolution times and repeat issues 

1. Consistent, high-quality project and operational reporting 

What We’re Looking For 

Required Experience 

1. 6+ years of experience in Project Management, Delivery Management, or Program Management 

1. Experience in MSP, SaaS, or technology services environments 

1. Strong understanding of contact center operations and platforms 

1. Proven ability to manage multiple projects and stakeholders simultaneously 

1. Exceptional organizational, communication, and problem-solving skills 

Preferred Experience 

1. Experience working closely with Product and Engineering teams 

1.  Familiarity with Agile, Scrum, or Kanban delivery models 

1. Experience scaling managed services or operational teams 

1. PMP, Agile, or similar certifications (nice to have) 

Who Thrives in This Role 

1. You bring structure to chaos without slowing teams down 

1. You are comfortable being the “single point of accountability” 

1. You balance client needs with internal realities 

1. You see problems early and act before they escalate 

1. You enjoy building systems, not just managing tasks 

Why Join KosmosDX 

1. High ownership and visible impact 

1. Opportunity to shape and scale a core business vertical 

1. Close partnership with Product & Technology leadership 

1. A culture that values accountability, trust, and execution excellence