The Role
Leads enterprise system implementation programs and client delivery relationships, managing project plans, schedules, resources, risks, financial reporting, invoices, communications, and stakeholder alignment. Oversees teams of 3–50 across multiple projects and workstreams, provides executive updates, drives customer satisfaction, coaches project teams, and improves project management methodologies. Requires transformation delivery experience, CCaaS expertise, consulting experience, and the ability to lead waterfall, agile, and hybrid programs.
Summary Generated by Built In
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
The Senior Program Manager act as the customer focal point for coordination of system implementations, including, but not limited to the following: project planning, project management, business analysis and design. The program manager must be able to effectively evaluate project and delivery processes across a broad scope of projects with differing technical solutions and implement improvements. A program manager must be a self-starter and work with minimal direction.
What You'll Be Doing
- Manage the overall delivery relationship with assigned program / project clients.
- Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status.
- Lead overall implementation of large programs / projects, with team sizes varying from 3 to 50 people [TTEC Digital staff, contractors, client resources and vendors].
- Set up and drive program management functions including a communication plan, meetings, tracking, reporting, escalation processes, functional documentation, and other internal processes.
- Deliver weekly status reports, either developed directly or in concert with project managers working in the program, and providing program / project progress and issues to client stakeholders, delivery management and account team.
- Ensure client stakeholder alignment and drive overall program customer satisfaction.
- Develop and deliver financial reporting dashboards providing project financial status to client stakeholders.
- Identify high-level risks, assumptions, and constraints. Implement approved actions and workarounds to minimize the impact of risks on the project/program, including delivery of change management required to address approved actions.
- Review program / project invoices for accuracy.
- Work with program / project staff to develop work plans and assign duties, responsibilities to ensure the specified program / project objectives are met.
- Coach members of the project teams as needed to optimize the efficiency of the team
- Manage the program resource plan, project plan and schedule.
- Achieve program / project goals within designated constraints.
- Perform and support project management duties related to resource utilization and revenue projection.
- Assist in the continuous improvement to the established project management methodologies
- Perform related duties as assigned
What You'll Bring to the Role
Experience delivering transformation projects.
Deep knowledge with modern CCaaS solutions and related technology, NiCE preferred.
15+ years Project/Program Management experience within a consulting / professional services environment.5-8 years strategic development experience with evidence of significant client impact; strong relationships, influence over direct and value creation.
Experience leading a enterprise-level client programs with multiple projects and workstreams, including waterfall, agile/scrum and hybrid methodology run projects.
Experience leading multiple teams ranging in size from 3 to 50 people
Hands on experience producing functional and or technical design deliverables defined by formal structure methodology
Superb written and verbal communication and listening skills
PMP or other Project Management Certification strongly preferred
Ability to build relationships, collaborate, problem solve, negotiate, and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.
Ability to travel up to 30%
Deep knowledge with modern CCaaS solutions and related technology, NiCE preferred.
15+ years Project/Program Management experience within a consulting / professional services environment.5-8 years strategic development experience with evidence of significant client impact; strong relationships, influence over direct and value creation.
Experience leading a enterprise-level client programs with multiple projects and workstreams, including waterfall, agile/scrum and hybrid methodology run projects.
Experience leading multiple teams ranging in size from 3 to 50 people
Hands on experience producing functional and or technical design deliverables defined by formal structure methodology
Superb written and verbal communication and listening skills
PMP or other Project Management Certification strongly preferred
Ability to build relationships, collaborate, problem solve, negotiate, and persuade, while maintaining positive relationships with client stakeholders, internal stakeholders and partners, project team members and 3rd party partners.
Ability to travel up to 30%
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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
Benefits available to eligible employees include the following:
- Medical, dental, vision
- tax-advantaged health care accounts
- financial and income protection benefits
- paid time off (PTO) and wellness time off.
This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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Skills Required
- Experience delivering transformation projects
- Deep knowledge of modern CCaaS solutions and related technology; NiCE preferred
- 15+ years of project or program management experience in a consulting or professional services environment
- 5–8 years of strategic development experience with significant client impact
- Experience leading enterprise-level client programs with multiple projects and workstreams
- Experience with waterfall, agile/scrum, and hybrid methodologies
- Experience leading multiple teams ranging from 3 to 50 people
- Hands-on experience producing functional or technical design deliverables using formal methodology
- Excellent written, verbal, and listening skills
- Ability to build relationships, collaborate, problem-solve, negotiate, and persuade
- Ability to travel up to 30%
- PMP or other project management certification
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
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The Company
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
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