Technical Project Manager
Duration: 12 Months
Work Location: Miami, FL / Plantation, FL
About the role
This role leads program management, cross-functional coordination, and stakeholder reporting for XD Shared Services platforms and initiatives. The selected candidate will operate at the intersection of Agile delivery, IT Service Management (ITSM), and executive stakeholder communications, ensuring that complex, multi-workstream program dependencies remain visible, governed, and aligned with committed delivery objectives. This position serves as a key liaison between XD Product Teams in Customer Service IT and TSO organizations, including Enterprise Compute, Network Services, and Operations, as well as external vendor partners. The role also supports the IT Senior Manager by providing consolidated updates on TSO progress, risks, dependencies, and leadership action items for executive stakeholders.
Responsibilities
- Own program-level tracking and governance of TSO dependencies, risks, and action items across XD program workstreams, including Contact Center (Amazon Connect), Application Integration and API Management, CRM and Billing (SAP, CIS, Salesforce), and Digital Experience (Adobe Experience Platform, Web, and Mobile).
- Manage Transition to Operations (TTO) and IT Service Transition activities across program workstreams, proactively identifying and escalating blockers while surfacing at-risk items to leadership.
- Coordinate cross-functional TSO planning and delivery activities in support of XD program objectives.
- Facilitate alignment among technical teams, operational stakeholders, and vendor partners to ensure successful execution of program milestones and deliverables.
- Monitor and report on program health, key dependencies, and delivery commitments across multiple concurrent initiatives.
- Coordinate ServiceNow service requests, change requests, and related operational activities by partnering with technical teams across TSO departments to triage, expedite, and escalate requests as necessary to meet service-level agreements (SLAs) and XD program commitments.
- Act