Senior Project Manager

Senior Project Manager

Position Overview

The Senior Project Manager leads delivery of the organization's most complex, high-value implementation projects while managing strategic customer relationships and contributing to the improvement of Intlx Solutions' project delivery practice. This role carries the same dual focus as the Project Manager - internal delivery rigor and external customer ownership - but operates with greater scope, higher-stakes accounts, and a broader influence on how the PM team functions.

Reports To

Director of Customer Experience

Key Responsibilities

Complex Project Leadership & Delivery

• Own end-to-end delivery of large, complex, or multi-phase implementation projects - including enterprise contact center deployments, multi-site rollouts, and high-value customer programs.
• Develop comprehensive project plans for complex engagements, managing interdependencies across multiple engineering teams, vendors, carriers, and customer workstreams.
• Proactively identify and manage project risks, driving mitigation strategies and escalating unresolved risks to the Director of Customer Experience with clear options and recommendations.
• Lead cross-functional project teams through complex delivery challenges - maintaining momentum, resolving blockers, and keeping all parties aligned on schedule and scope.
• Review and contribute to statements of work, project proposals, and change orders for complex opportunities, ensuring commitments are realistic and clearly defined.
• Develop and refine project delivery standards, templates, and best practices that improve consistency and quality across the PM team.

Strategic Customer Management & Peer Development

• Own relationships with key customer accounts at the program level - maintaining executive-level contacts, leading quarterly reviews, and ensuring sustained customer confidence in Intlx Solutions.
• Lead customer escalation resolution for significant delivery issues, communicating with customer leadership and driving internal recovery actions.
• Support pre-sales on complex opportunities by providing delivery feasibility input, timeline estimates, and risk assessments during the solution design phase.
• Serve as a resource and informal mentor for Project Managers - providing guidance on complex situations, reviewing project plans, and sharing delivery experience.
• Represent the PM function in cross-functional discussions involving process improvement, tooling changes, or new contract requirements.

Qualifications

Education

• A college degree is appreciated but not required. We value practical experience, sound judgment, and the ability to deliver.
• Equivalent combination of education and extensive project management experience

Experience

• 6-10 years of project management experience in telecommunications, IT services, or a related technical delivery environment.
• Proven track record managing complex, multi-phase projects with enterprise customers and cross-functional delivery teams.
• Experience in customer-facing program management including executive relationship ownership and escalation management.
• Background in pre-sales support including delivery scoping, statement of work development, and risk assessment.

Certifications

• Required: PMP (Project Management Professional)
• Preferred: PgMP (Program Management Professional) or equivalent
• Preferred: ITIL Foundation or Practitioner
• Preferred: Any telecommunications or UC industry training

Working Conditions

• Standard business hours with flexibility for executive customer availability, go-live events, and escalation response across time zone
• 30-40% travel including regular overnight stays for complex project engagements and customer executive meetings
• Primarily office-based or remote; senior escalation contact during active high-priority project phases