Project Management - Project Manager

Job Description

Job Title: Project Manager _(Project Management)
Job Duration: 3 years as Project Manager for the NA Customer Care AI & BPA Transformation Program - running 2026 through end of 2028
Work Hours: M-F, 8am-5pm
Est. Pay Range: $45.00 - $52 (USD) Hourly on W2
Work Type: On site at Auburn Hills, MI, 48326

Overview/ Responsibilities:
Position Summary
The NA Customer Care AI & Process Automation Technology Project Program Manager is responsible for overseeing the planning, execution, status reporting, and optimization of the defined and scoped technology initiative business plan within the Customer Care organization and function. This role serves as a bridge between the ICT technology and business systems management teams, 3rd Party technology and solution partners, and the Clients Customer Care Business Development, Customer Enhancement, Business Operations, and other Parts & Services business stakeholder teams, ensuring all project use cases are delivered on time, within scope, and aligned to targeted program objectives and KPIs. The Program Manager will champion development of a detailed project plan and schedule, driving all task and activity assignments and progression to completion, escalating on obstacles encountered and establishing as well as reporting program risks, developing risk mitigation actions, and ensuring for optimal business plan implementation through a most effective project management and vigilant oversight.
This role will manage cross-functional relationships with various clients and external partner program stakeholder teams to define the business plan and project work stream milestones, timelines, and deliverables. The position requires a strong business acumen and expert project management skills, cross-functional communication, and the rigor to drive progress to task/activity/project plan timings, through well-documented and comprehensive updates. An understanding of Customer Care business processes and operations as well as AI and business process automation technologies are essential.

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

• Bachelor's degree in Business Administration, Information Technology, Project Management, or related field;Master's degree preferred.
• 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.

Work Environment and Reporting
This role reports to the Director of the clients NA Customer Care Business Development and Customer Enhancement organization, and collaborates extensively with ICT, Customer Care as well as Parts and Services process and operational business leaders, and external vendors. The position ideally requires a local presence and the flexibility to engage in person with and operate in collaboration with cross functional teams on premise in the Auburn Hills, MI office location.

Meet Your Recruiter

Mohammad Imroz