Strategic Project Manager

Responsibilities

• Lead Project Execution: Own and manage the full BPO implementation lifecycle—from project kickoff through transition to operations. Define, structure, and guide project plans including timelines, milestones, dependencies, and communication strategies.
• Facilitate alignment across internal workstreams (implementation, workforce, technology, operations quality) and client stakeholders.
• Manage Client Onboarding: Serve as the primary point of contact for clients during implementation. Conduct kickoff sessions to confirm expectations, scope, deliverables, and operational requirements. Guide client teams through process mapping, knowledge transfer, documentation, SOP validation, and readiness activities.
• Support clients through the organizational change required to transition processes offsite.
• Manage Scope, Risk & Issue Resolution: Monitor project health, proactively identify risks, and develop mitigation plans. Manage scope changes with transparency and escalation where required.
• Led issue resolution, ensuring minimal impact on timelines and client experience.

Qualifications & Experience Required (Must-Haves)

• Exceptional project management skills: Highly organized, detail-oriented, and able to drive complex initiatives involving multiple operational workstreams.
• 3+ years’ experience managing BPO implementations or large-scale operational onboarding (outsourcing, shared services, operations transformation, or similar).
• Client-facing communication excellence with the ability to manage expectations, facilitate discussions, and guide clients through change.
• Cross-functional leadership skills with the ability to align operations, technology, training, quality, and leadership.
• Hands-on problem solver adept at navigating operational and organizational challenges.