Project Manager, Contact Center Operations
About The Position
Thank you for considering Progyny! 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. What you'll do... Project Intake & Governance Manage centralized intake of all initiatives impacting the contact center. Assess project requests for volume, staffing, AHT, and operational impact. Ensure initiatives follow established approval and prioritization processes. Project Execution Develop detailed project plans including timelines, dependencies, risks, and deliverables. Coordinate cross-functional partners including Operations, WFM, Enablement, IT, and Analytics. Monitor progress and escalate risks or delays as needed. Change & Readiness Management Partner with Enablement to ensure training and communication plans are in place. Ensure operational readiness prior to implementation. Support post-launch stabilization and issue resolution. Benefit Tracking 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
- Strong organizational, communication, and stakeholder management skills
- Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.
Nice To Haves
- Project Management Certification strongly preferred CAPM, PMP or PgMP
- Experience in contact center, operations, or service environments preferred
Responsibilities
- Manage centralized intake of all initiatives impacting the contact center.
- Assess project requests for volume, staffing, AHT, and operational impact.
- Ensure initiatives follow established approval and prioritization processes.
- Develop detailed project plans including timelines, dependencies, risks, and deliverables.
- Coordinate cross-functional partners including Operations, WFM, Enablement, IT, and Analytics.
- Monitor progress and escalate risks or delays as needed.
- Partner with Enablement to ensure training and communication plans are in place.
- Ensure operational readiness prior to 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.
Benefits
- Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
