Senior Project Manager

Job Title: Senior Project Manager
Location: Charlotte, NC (Hybrid – 3 days onsite per week)
Max Pay Rate: $67/hr
Contract: 12 Months (Potential to Extend/Convert through 2027)

About the Role

We are seeking an experienced Senior Project Manager (PM5) to join the Contact Center Modernization Program — one of Wells Fargo’s largest and most strategic enterprise initiatives. This multi-year program is focused on consolidating contact center platforms and transitioning customer-facing agents to a modern cloud-based environment by the end of 2027.

The ideal candidate will bring a strong background in project delivery, contact center operations, and cloud migration, with the ability to drive results across multiple business and technology teams in a complex, high-visibility environment.

Key Responsibilities

• Lead end-to-end delivery of wave-based migrations from discovery through deployment.

• Partner with business unit leaders and contact center teams to ensure successful adoption and change readiness.

• Influence executive stakeholders and communicate project vision, progress, and challenges effectively.

• Manage a team of 16+ project managers to ensure alignment and knowledge sharing across workstreams.

• Oversee complex project schedules and ensure readiness for migration cutovers, including potential on-site command center support.

• Drive change management and process improvement strategies to optimize agent performance and system efficiency.

• Coordinate across technology teams on integrations involving IVR systems, agent scheduling, and CRM tools.

Required Qualifications

• 7+ years of hands-on experience in Project Management, preferably within financial services or large enterprise programs.

• Proven track record leading complex, cross-functional initiatives.

• Strong understanding of contact center operations and customer service delivery models.

• Experience in both Waterfall and Agile methodologies.

• Excellent stakeholder management and executive communication skills.

• Demonstrated ability to deliver results in a fast-paced, evolving environment.

Preferred Qualifications

• Experience with cloud platform migrations and technologies impacting contact center modernization.

• Familiarity with Monday.com or similar project management tools.

• Exposure to IVR integrations, agent tools, and workforce management systems.