Senior Manager, Transformation Management Office

Senior Manager of TMO 

ACLIVITI Consulting Group (ACG)   

We are seeking a dynamic, self-motivated individual to provide world-class TMO workstreams leadership in support of enterprise CCaaS transformation opportunities. This individual is driven to lead clients through translating their current and future business goals into technical solutions. Our Sr. Manager of TMO will build relationships with key client leadership and stakeholders to LEAD (Learn, Educate, Align, and Deliver) engagements and ensure a successful transformational experience. 

Why We’re Different: 

At ACG, our purpose is to Create Surprisingly Positive Experiences. We enable leaders to shift paradigms and deliver transformational results. Our vision is to be how business gets done in the modern enterprise. We accomplish this through a zealous commitment to our core values and an enduring belief in making an impact.  

We are: 

• A groundbreaking, profitable, IT consulting & professional services firm headquartered in Chicago, IL with a fully remote workforce.
• Experts in helping clients find cloud-based Contact Center capabilities that enable client and agent experiences while helping provide cost savings.
• Passionately focused on solving client issues and building relationships.
• Striving to work with cutting edge CCaaS and AI technologies.
• A close-knit, professional, fun, hard-working team dedicated to continuous improvement.

Our Clients Are: 

• Global $1-$10B annual revenue companies committed to managing their IT organizations as successful, customer-focused businesses.
• Interested in a better approach to making decisions and maximizing IT-spend and technology value across their organizations
• Diverse – our team works with all client stakeholders across many markets involved in making large transformational IT decisions, not just one decision maker.

How we solve: 

• Our unique end to end continuous improvement cycle includes 3 areas of focus in order to align stakeholders, plan realistic goals, ensure the work gets done, and guarantee outcomes:
  • Strategy - Health Checks, Maturity Assessments, CX Roadmaps, Contact Center Platform Selections, Journey and Experience mapping
  • Execution – PMO, system integration and deployment
  • Support - Ongoing Advisory services in all aspects of end to end needs.
• We Align Stakeholders by engaging IT, Operations, Business, and Finance Executives to ensure complete cross-functional buy-in of the solution, timeline, and outcomes.
• We provide a true partner-centric approach that ensures we support our clients before, during, and after their vendor selection and implementation process
• We create client-side plans focusing on outcome achievement that accelerates the decision process, and subsequently guides clients through what can be complex, long-cycle deployment programs.
• Build board-ready business case models for CCaaS and UCaaS transformation programs that includes 5-year cash flow projections, and thorough ROI analysis and program justification.

Our Sr. Manager of TMO will: 

LMA (Lead – Manage – Accountability) 

• Lead as a brand ambassador for ACG’s full suite of Delivery service offerings to meet client needs
• Maintain a consistently high degree of accuracy and attention to detail in all tasks
• Lead multiple, simultaneous transformation programs from kick-off to closure leveraging your knowledge of contact center infrastructure and CCaaS technology to drive client success while maintaining budget standards
• Own transformation programs from kick-off to closure and hold yourself and others accountable to aligned deliverables
• Lead and manage TMO team members through clear vision, proactive communication, performance coaching and driving accountability
• Work with leadership to engage in continuous process improvement
• Contribute to internal development through participation in business development, recruiting, training, and marketing
• Act in a mentoring capacity to support the career development of direct reports and other ACLIVITI colleagues

Lead Program Governance/SteerCo Processes 

• Engage with cross functional teams to develop and document client project scope, goals, deliverables, and timelines
• Identify opportunities to augment program resources and mitigate risks to meet timelines, pull deadlines forward and/or relieve any stress or bottlenecks uncovered through the delivery of a program
• Provide comprehensive workstream status updates and coordinate with Delivery leadership on program statuses
• Lead Governance-level/SteerCo meetings and ensure all action items are documented and completed
• Identify areas for improvement within program governance processes and implement best practices to enhance efficiency while enforcing adherence across all programs 
• Maintain all ACG-standard documentation for active Programs, keeping all up-to-date, and published where applicable
• Oversee program financials, managing to budget and mitigating risks that would negatively impact the overall budgeted effort
• Ensure the accuracy of company revenue realization by efficiently managing billing milestones, and communicating Risks/Issues that would impact milestone timelines

Manage Program Oversight & Key Performance Indicator (KPI) Management 

• Own and delivery complex programs, providing workstream-level detail oversight and content support where required
• Own Quarterly Program Review (QPR) readouts to include overall account health metrics and revenue milestones for active programs
• Own Transformation Office scope proposal development and SOW support, and work with teams both internally and externally to develop Level-of-Effort (LoE) estimates and timeline assumptions
• Align capabilities to business strategies, validate requirements with business stakeholders and translate business strategies into capability requirements for engineering teams
• Document and track key customer KPIs/metrics that will inform insights, opportunities and drive decision making for stakeholders
• Ensure that controls are identified and operationalized to allow benefit tracking and reporting
• Identify further opportunities to introduce the client to new capabilities and offerings that will inform their overall technology roadmap
• Be accountable for overall department program metrics, deliverables and time management

Lead Customer Satisfaction through Key Client and Vendor Relationships  

• Ensure exceptional customer satisfaction throughout active programs by leading department quality standards
• Regularly engage with clients to gather feedback and insights to enhance the outcomes of active programs
• Collaborate with Sales and Transformation Excellence teams to understand customer needs and align Delivery resources and approach accordingly
• Be a champion for the client, prioritizing and escalating issues when necessary and being flexible when needed
• Manage and nurture client relationships during every type of engagement ensuring trust is a foundation of long-term account value
• Collaborate with vendors to ensure timely access to resources, support, and product enhancements required for successful project management
• Have solid C-Level & VP level relationships with key client stakeholders contacts and demonstrate excellent relationship-building skills and ability to sustain through the lifecycle of an account

Support PreSales Processes for Oversight Scoping  

• Work closely with Sales team/Opportunity Owners to understand client pain points and strategic intent in support of defining scope
• Oversee execution of key client-facing documentation including SOWs, Executive sales proposals/presentations, and Change Requests
• Support Sales team during client presentations, providing support and expertise on program governance and transformation methodologies 
• Identify opportunities for upsell/cross-sell based on client needs uncovered during the pre-sales process 
• Ensure that all department documentation is properly organized within SharePoint, and accessible across the organization

Our ideal candidate will: 

• Have 5-7 years of experience in project/program management for large enterprise clients
• Have a Bachelor's Degree or higher and/or applicable experience
• Be comfortable in all stages of a Contact Center digital transformation project, from evaluating vendors, to implementing new technology, to future strategy/roadmap discussions post initial Go-Live

• Demonstrate excellent verbal and written communication skills with the ability to translate complex findings to non-technical audiences
• Prove to be highly motivated, with demonstrated success leading cross-functional teams
• Have direct knowledge of Contact Center as a Service (CCaaS) vendors such as and industry trends
• Be able to quickly anticipate and solve problems – individually, internally, and with clients; identify risks and issues early and provide recommendations for mitigation or acceptance
• Be proficient in Microsoft product suite; Excel, Word, Project, Timeline, and Powerpoint
• Have the ability to manage budgets for transformational programs where ACG resources are involved
• Have experience owning and managing individual and team tasks, deliverables, performance management, and professional development
• Have experience in generating and monitoring employee schedules and forecasts

Preferred Qualifications: 

• Have a Project Management Certification (PMI), Agile, Scrum Master or related certifications
• Experience in transformation programs with Genesys Cloud, NICE CXOne or other cloud telephony platforms were implemented
• A strong background in contact center technology and operations, and ability to articulate technology value to business outcomes for a wide range of audiences
• Experience in CCaaS software design, documenting and implementing at the large enterprise level

You will love our culture if you are: 

• An ambitious intrapreneur who loves building new things.
• Someone that loves technology, process as well as numbers – and all the space in between – to figure out the right balance of features, functionality, and affordability for each client
• Comfortable communicating through a variety of mediums with many different audiences and objectives
• Great at anticipating and solving problems – individually, internally, and for our clients
• An organized self-starter who is always eager to learn something new

• Comfortable adapting to new situations and solving new problems with the pace and occasional ambiguity that occurs in high-growth businesses
• A positive force who enjoys working closely with new people and exploring new ideas
• Driven by seeing your work have a direct impact

ACG has a competitive benefits package including: 

• 100% coverage of employee health care, vision, and dental insurance
• HSA & FSA plans available
• Disability & Voluntary Benefits available
• 401(k) plan with a 4% employer match
• Generous variable comp opportunity
• Work-from-home monthly incentive
• Inclusive remote working environments
• Team Lunch-n-learns, monthly events & happy hours