(Senior Project Manager - IA, NC

Client: Financial Services Team | Location: Charlotte, NC / West Des Moines, IA | Work Arrangement: Hybrid (3 Days Onsite Required) | Contract Length: 9-12 Months (Potential Extension and/or Conversion; Program Runs Through Nov 2027)

About the Role

In this contingent resource assignment, you will serve as a senior-level Project Management leader supporting one of Wells Fargo's highest-priority enterprise transformation programs: the Contact Center Modernization Initiative. This multi-year strategic effort is focused on consolidating contact center applications and migrating customer-facing operations to a modern cloud-based platform through 2027. The Senior Project Manager will lead wave-based migrations impacting customer service operations, agent workflows, IVR technologies, and workforce management platforms. The role requires a highly experienced project leader who can influence executives, coordinate across multiple organizations, manage complex dependencies, and deliver large-scale transformation initiatives in a fast-paced, high-visibility environment.

Responsibilities

• Program & Project Leadership
  • Lead end-to-end delivery of assigned migration waves
  • Manage project scope, schedule, milestones, dependencies, and deliverables
  • Drive execution from discovery and planning through deployment and stabilization
  • Ensure successful migration and operational readiness across contact center environments
• Contact Center Modernization
  • Support migration of customer-facing operations to cloud-based platforms
  • Coordinate activities impacting:
    • Contact Center Operations
    • Customer Service Teams
    • Agent Workflows
    • Workforce Management Platforms
    • IVR Systems
  • Support modernization and consolidation of contact center technologies
• Executive Stakeholder Management
  • Build strong relationships with executive leadership and key business stakeholders
  • Present program updates, risks, dependencies, and recommendations
  • Influence prioritization and decision-making across multiple organizations
  • Drive alignment among technology and business partners
• Change Management & Adoption
  • Lead organizational change management activities
  • Drive business readiness and migration adoption strategies
  • Ensure successful end-user transition and operational continuity
  • Coordinate communication plans and stakeholder engagement activities
• Cross-Functional Coordination
  • Partner with:
    • Contact Center Leadership
    • Consumer Banking Teams
    • Technology Organizations
    • Infrastructure Teams
    • Cloud Engineering Teams
    • Business Operations
  • Coordinate efforts across approximately 16 project managers supporting the overall initiative
• Risk & Delivery Management
  • Identify risks, issues, and dependencies
  • Develop mitigation and contingency plans
  • Manage critical path activities
  • Support command center activities during deployment events
  • Maintain visibility into project health and delivery performance

Requirements

• 7+ years of Project or Program Management experience
• Strong experience leading enterprise-scale transformation programs within Financial Services
• Deep understanding of Contact Center Operations and Consumer Banking
• Experience managing Cloud Migration and Change Management initiatives
• Strong executive stakeholder management and enterprise-wide delivery leadership experience

Preferred Qualifications

• Contact Center modernization experience
• IVR migration experience
• Workforce Management platform experience
• Monday.com experience
• Large-scale customer service transformation programs
• Command Center support experience during production deployments

Pay

$69 - $74/hr (OT40)

Benefits

• Insurance & Financial Protection
  • Supplemental medical, dental, vision, life, and disability insurance plans
  • Employee Stock Purchase Program (ESPP)
  • 401K program with company match after 12 months of tenure
  • Health Savings Account (HSA) on the HDHP plan
• Employee Assistance & Wellness
  • SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Discounts & Savings
  • Corporate discount savings program and other discounts
• Professional Development
  • On-demand training program
  • Access to certification prep and a library of technical and leadership courses/books/seminars (after 6+ months of tenure)
  • Certification discounts and perks for associations including CompTIA and IIBA
• Support & Resources
  • Dedicated customer service team for consultants
  • Access to a certified Career Coach