Project Manager

About the role

The Project Manager leads and delivers cross-functional initiatives that support stabilization, standardization, and transformation across Service Operations. This role fills a critical execution and coordination gap by serving as the central driver of planning, reporting, prioritization, and delivery across client services, compliance, integrations, migrations, and operational improvements.

Responsibilities

• Establish and maintain a formal PMO delivery framework for transformation initiatives (charters, scope, plans, timelines, RAID logs).
• Drive consistent execution cadence: working sessions, stakeholder checkpoints, executive updates, and weekly status reporting.
• Maintain integrated program plans across multiple workstreams and dependencies, ensuring alignment to milestones and resource availability.
• Identify risks early and drive mitigation plans, escalations, and decision-making as needed.
• Own communications and documentation so initiatives are repeatable, auditable, and not dependent on tribal knowledge.
• Lead project execution for service initiatives across operations, including readiness planning, process mapping, and stakeholder rollout.
• Create delivery plans for operational standardization initiatives, including templates, playbooks, and documented SOPs.
• Ensure consistent documentation and adoption of templates for repetitive tasks across teams and offshore support.
• Coordinate assignment of compliance work across onshore and offshore resources and establish quality controls and feedback loops.
• Support the roadmap for future automation/AI enablement by documenting compliance processes in a way that supports automation.
• Manage integrated project plans for platform migrations and enterprise integration initiatives.
• Coordinate cross-functional stakeholders (Ops, Product/Tech, Client Services, Compliance, offshore teams) to execute against migration milestones and client readiness.
• Oversee project plans and integration workstreams for newly acquired partners, including discovery, onboarding, and stabilization phases.
• Lead project discovery and documentation of recordkeeping processes to identify friction, inefficiency, and improvement opportunities.
• Own delivery plans tied to risk initiatives, including fraud tools adoption across retirement and the broader org.
• Capture issues, prioritize fixes, and oversee execution of improvements with Client Services and the Call Center.

Qualifications

• Required: 6–10+ years of experience in project management, program management, PMO, or operational transformation roles.
• Proven experience delivering complex, cross-functional initiatives with multiple stakeholders and dependencies.
• Strong ability to drive execution through influence, governance, and accountability (without direct authority).
• Excellent project planning skills and fluency in PM artifacts (charters, schedules, RAID logs, RACI matrices, etc.).
• Strong written communication and executive reporting skills.
• PMP certification.
• Preferred: Experience in financial services, retirement services, benefits administration, or regulated operational environments.
• Salesforce project experience (operational enablement strongly preferred; CRM experience acceptable).
• Experience coordinating offshore teams and/or distributed delivery models.
• Familiarity with process improvement frameworks (Lean, Six Sigma, etc.) is a plus.