IT Project Manager

The Opportunity

The Project Manager is an integral member of the team, driving work across our portfolio and lines of business. This includes maintaining relationships with multiple business leads as well as with technology partners. Individuals in this role will work closely with the team, our business partners, and vendors to drive the work to delivery an enterprise-wide contact center migration.

The Team

The Contact Center Infrastructure team within the Customer Service Technology organization is a cross functional team of technology professionals including project managers, business analysts, solutions architects, developers, and testers across 2 global locations. This team supports strategic initiatives, business as usual, and production support for all contact center technologies.

The Impact

You will coordinate contact center migrations across multiple lines of business, understanding each's needs and delivering solutions aligned to their strategy and requirements. You will lead this initiative through exceptional management of project plans, project team members, dependencies, scope, communications, financials, risks and decisions.

Responsibilities

• Lead project teams during all phases of the development life cycle including requirements gathering and analysis, design, build, pilot, implementation and continuous service

• Develop project plans, manage, monitor and report on all project tasks, activities, expectations, controls and deliverables

• Supply accurate project estimates and tightly manage project budget, approved funding, forecasts and actuals

• Secure and maintain project resources and actively manage resource plans

• Work with architects, developers, and others to plan, develop and document scope of work, and manage the execution of projects/product changes in response to requirements from stakeholders

• Remain focused on big picture and prioritize competing responsibilities

• Gain recognition as a trusted advisor with customers and stakeholders at all levels of the organization

• Listen and effectively communicate with clarity, precision and transparency

• Naturally lead and command authority; influence and inspire across a matrixed organization (i.e. without control or positional authority)

• Anticipate and head off problems that can jeopardize delivery, budget or customer acceptance

• Exercise independent and fair consensus-building skills when conflicts arise

• Hold self and project team accountable for outcomes

• Motivate teams to work together, communicate, and deliver

• Remove barriers to enable project team to complete objectives no matter how difficult; drive and influence decisions

• Actively coach and mentor members of the organization

• Effectively operate with limited information and ambiguity

• Effectively negotiate priorities and solutions

• Manage vendor relationships as required

• Drive lessons learned and knowledge retention for future use

The Minimum Qualifications

• Bachelors' degree

• 8+ years of project management and/or program management experience

• 2+ years of Agile delivery experience

• Authorized to work in the United States without sponsorship now or in the future

The Ideal Qualifications

• PMP/CSM/PSM Certification or another project management certificate

• 10+ years of project management experience

• 5+ years of Agile delivery experience

• Experience with contact center technologies

• Comfortable working in ambiguity, capable of establishing and growing functions and teams from the ground up

• An action-oriented, driven, entrepreneurial mindset

• Significant technical or insurance product background

• Experience with working with an international dynamic workforce

• Experience managing vendor delivery and vendor relationships

• Strong financial management skills

• Outstanding written and verbal communication skills

• Continuous improvement mindset

What to Expect as Part of MassMutual and the Team

• Regular meetings with the Contact Center Technology Migration Team

• Focused one-on-one meetings with your manager

• Access to mentorship opportunities

• Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups

• Access to learning content on Degreed and other informational platforms

#LI-SC1

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Salary Range: $121,800.00-$159,800.00