Project Manager, Contact Center Operations

About the role

The Contact Center Project Manager is responsible for planning, coordinating, and executing initiatives that impact contact center operations. This role ensures projects are delivered on time, within scope, and with a clear understanding of operational impact—while protecting service levels, efficiency, and employee experience. This role serves as the central intake and governance point for all contact center change initiatives.

Responsibilities

• Manage centralized intake of all initiatives impacting the contact center.
• Assess project requests for volume, staffing, AHT, and operational impact.
• Avoid project requests that do not follow established approval and prioritization processes.
• Develop detailed project plans including timelines, dependencies, risks, and deliverables.
• Cross-functionally coordinate with Operations, WFM, Enablement, IT, and Analytics.
• Maintain progress and escalate risks or delays as needed.
• Partner with Enablement to ensure training and communication plans are in place.
• Ensure operational readiness before implementation.
• Support post-launch stabilization and issue resolution.
• Define success metrics for each initiative.
• Track expected versus actual benefits and operational outcomes.
• Provide leadership with visibility into project impact and ROI.

Requirements

• Bachelor’s degree or equivalent experience required in business, project management or similar.
• 5+ years of project management experience.
• Project Management Certification strongly preferred (CAPM, PMP or PgMP).
• Experience in contact center, operations, or service environments preferred.
• Strong organizational, communication, and stakeholder management skills.

Qualifications

• Strategic thinking by understanding the “why” behind project activities.
• Maintaining a big picture perspective.
• Aligning work with the organization’s long term objectives.

Skills

• Strategic thinking.
• Project management certification.
• Experience in contact center, operations, or service environments.
• Organizational, communication, and stakeholder management skills.

Benefits

Progyny offers a total compensation package comprised of base salary, cash bonus, and equity. Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

Pay

The annual salary [wage] range for NYC-based applicants is: $80,000 - $110,000.

Schedule

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required.