Project Manager

Role: Project Manager - Service Center Transformation
Location: Fort Mill, SC
Duration: 6-month contract to hire
 
Overview
We’re seeking a Project Manager with strong experience in service center transformation and agent digital tooling (live chat, call routing, AI solutions). This role sits in a Digital Enablement function focused on business readiness and strategic planning to deliver large-scale, highly visible projects for service centers. The PM will own the project lifecycle — planning, requirements, process mapping, readiness, training and communications — to ensure successful adoption and measurable outcomes.
Key Responsibilities

• Drive the overall change management strategy across the Service Transformation portfolio, balancing the cadence and scope of changes introduced to the business.
• Create and execute change strategies and implementation plans to maximize adoption and sustained behavior change (from case for change through adoption and reinforcement).
• Collaborate with leaders to develop change approaches that enable business agility, iterative delivery and continuous learning.
• Define and deliver project artifacts: communications plans, sponsor roadmaps, stakeholder management, training plans, readiness checklists and adoption plans.
• Establish and track change measures, outcomes and OKRs; execute operational plans to capture benefits realization.
• Lead and facilitate meetings with change networks, program teams and stakeholders to assess impacts and mitigate risk.
• Coach and support change agents, business partners and teams through transitions.
• Produce clear communications tailored to stakeholder groups and assess organizational readiness, clarifying roles, responsibilities and decision-making.

Qualifications

• 7+ years in organizational change management, service center operations, and live chat/agent tooling, with progressive leadership experience.
• Bachelor’s degree (or global equivalent) in Business Administration, Organizational Behavior, or related field.
• CCMP or Prosci Change Practitioner certification preferred.
• Strong people-management skills with proven ability to guide teams through major change.
• Strategic thinker with the ability to anticipate trends and build thought-leading solutions.
• Demonstrated success managing concurrent, complex projects and leading enterprise-wide implementations.
• Excellent problem-solving, decision-making and stakeholder communication skills.
• Track record of operational excellence and delivering measurable business value.