Change Management Project ManagerLocation: Miramar, FL - 4 days a week and remote Fridays (there is flexibility to be onsite 2-3 days a week)Duration: 6+ MonthsWe are seeking an experienced Change Management Project Manager to lead and deliver strategic initiatives across our customer experience organization. This role is pivotal in ensuring our contact center platforms, processes, and teams are aligned to deliver world-class service. Manage cross-functional projects end-to-end, driving timelines, budgets, and outcomes that directly impact both our employees and customers.What You’ll DoDefine and manage scope, success criteria, deliverables, timelines, resources, and budgetsCollaborate with stakeholders across operations, IT, training, WFM, QA, and analytics as well as external vendorsFacilitate workshops, requirements gathering, UAT, and rollout planning to ensure smooth implementationsProactively identify risks, dependencies, and issues; create mitigation strategies and escalate when necessaryDrive change management and communication plans to prepare agents, supervisors, and leaders for transitionsTrack and report on key project metrics, status, and outcomes to senior leadershipEnsure compliance with quality, security, and SLA requirements throughout deliveryConduct post-implementation reviews and capture lessons learned for continuous improvementRequired:Bachelor's degree in business, IT, Engineering, or related field5+ years of project management experience, ideally in Change Management both in IT and the BusinessStrong understanding of contact center platforms (ACD, IVR, CRM, WEM, CCaaS)Excellent communication and stakeholder management skillsProficiency with project management tools (e.g., MS Project, Jira, Smartsheet, Asana)Strong financial acumen with experience managing budgets and forecastsPreferred:PMP, PRINCE2, or Agile/Scrum certificationExperience with cloud contact center (CCaaS) platformsKnowledge of Lean, Six Sigma, or other process improvement methodologies