IT Project Manager II

IT Project Manager II

Rosemead, CA (Hybrid)

Duration: initial 12-month contract

Pay: $52-57/hr

We are seeking an experienced Senior Project Manager to lead complex, high-visibility technology initiatives focused on customer experience and intelligent automation. This role will drive end-to-end execution across Product, Engineering, IT, Operations, Business, and external vendor teams.

This is a hands-on project management role requiring strong ownership, proactive risk identification, stakeholder management, and the ability to drive accountability across multiple workstreams. The ideal candidate will bring structure and visibility to complex programs while ensuring projects remain aligned with business objectives, timelines, and expected outcomes.

Key Responsibilities

Project & Program Leadership

• Lead end-to-end planning and execution of strategic technology and customer experience initiatives.
• Develop and maintain project plans, milestones, dependencies, deliverables, timelines, and success criteria.
• Manage multiple high-priority projects and workstreams simultaneously.
• Establish accountability across cross-functional teams and ensure timely execution.
• Align project activities with business goals and strategic priorities.

Risk, Issue & Dependency Management

• Proactively identify, assess, and mitigate risks before they impact delivery.
• Maintain risk, issue, and dependency tracking processes.
• Identify emerging challenges and develop actionable mitigation plans.
• Escalate critical issues with recommended solutions and clear paths forward.
• Monitor project health, resource constraints, dependencies, and delivery risks.

Cross-Functional Leadership

• Partner with Product, Engineering, IT, Operations, Customer Experience, and Business stakeholders.
• Facilitate alignment across teams with competing priorities.
• Drive decision-making and remove blockers affecting timelines or project outcomes.
• Coordinate deliverables across internal teams and external partners.

Executive Communication & Governance

• Develop executive-level status reports, dashboards, presentations, and project updates.
• Communicate project health, milestones, risks, dependencies, and key decisions clearly and concisely.
• Lead governance meetings, project reviews, and stakeholder checkpoints.
• Provide leadership with accurate visibility into progress and potential delivery challenges.

Vendor & Partner Management

• Manage third-party vendors and consulting partners supporting project delivery.
• Monitor vendor performance against timelines, deliverables, and agreed-upon outcomes.
• Hold external partners accountable for commitments and transparency.
• Coordinate statements of work, deliverable acceptance, and related activities with business and sourcing teams.

Operational Excellence

• Establish consistent project management, reporting, and governance practices.
• Improve visibility into project status, risks, resources, and dependencies.
• Promote disciplined delivery practices across teams and workstreams.
• Identify opportunities to improve project execution and delivery processes.

Required Qualifications

• 3–5 years of project management experience leading large-scale technology initiatives.
• Demonstrated experience managing complex, cross-functional projects involving Product, Engineering, IT, and Business teams.
• Strong knowledge of Agile, hybrid, and enterprise project delivery methodologies.
• Proven ability to forecast and manage risks, issues, and dependencies.
• Experience influencing teams and driving accountability without direct authority.
• Experience managing third-party vendors and consulting partners.
• Excellent written and verbal communication skills.
• Advanced experience developing executive presentations, status reports, dashboards, and project communications.
• Bachelor's degree in Business, Technology, or a related discipline, or equivalent combination of education, training, and experience.

Preferred Qualifications

• Experience with customer experience, contact center, IVR, IVA, conversational AI, or customer service technologies.
• Exposure to Generative AI, AI-powered customer experiences, or automation platforms.
• Experience working in large enterprise or regulated environments.
• Experience supporting software and hardware readiness, testing, evaluations, or go-live activities.

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