Project Manager, Special Projects and Internal Audit

  About the Job   We are seeking a Project Manager to evaluate, scope, implement, and launch diverse projects, primarily focusing on program ramps and site movements. These projects vary in scope, from brief, multi-week engagements impacting smaller teams to extensive, year-long global system implementations affecting multiple departments or channels (e.g., Operations, Operations Support, Training, and QA). A core focus will be on implementing effective processes, ensuring the successful deployment of new capabilities, and driving continuous improvement strategies within our current operations.   This role is essential for planning and designing efficient strategies. The Project Manager will also meet regularly with the client partner to ensure alignment on strategic visions. The internal audit component of this role involves evaluating the department's operational activities, internal controls, and risk management framework to ensure efficiency, policy compliance, and regulatory adherence. This position will plan and execute audits, document findings, and recommend improvements to management, with the goal of enhancing organizational performance, reducing risks, and identifying cost-saving opportunities. As Project Manager, Special Projects and Internal Audit, You Will…   Build business cases for all projects, from identifying project goals, required team(s), tasks, and desired impacts. Develop and manage project timelines and workflows. Manage and outline critical project activities and subsequent milestones. Mitigate and resolve risks and issues through project start and completion.  Develop reporting standards and cadences. Examine operational workflows to identify inefficiencies, risks, and non-compliance.  Prepare detailed audit reports and executive summaries documenting findings, observations, and opportunities. Monitor and review management's implementation of recommended corrective actions. Provide oversight and support to the program-specific reporting team. Identify cross-functional impacts and serve as the expert liaison between key business owners, including client partners, department managers, and senior leadership, for all projects. Manage and document all processes and successfully transition ownership when required. Create and implement templates to automatically track project costs.  Define reporting cadence to monitor the project post-launch and its hyper-care period. Serve as the Project Management Subject Matter Expert (SME). Clear understanding of the “Big Picture” view to oversee and manage integration between the newly deployed project processes and already existing processes.   As Project Manager, Special Projects and Internal Audit, You Need…   A degree in Business or Commerce will be considered an asset.  A minimum of 5 years of experience in the contact center industry and proficiency in understanding contact center KPIs. Previous experience in internal auditing, risk management, or operational compliance.  Experience in an Operations Management role (overseeing front-line employees will be considered an asset).  Experience in client relationship management and employee development/coaching. Must have experience dealing with escalated issues in a contact center capacity. Strong analytical thinking, attention to detail, proficiency in risk assessment, and excellent written/verbal communication skills.  Proven track record of successful project deployments with quantifiable results, where you operated in a leadership role.  Clear communicator with keen ability to present findings in succinct presentations.  Extremely organized and detail-oriented worker with the ability to keep track of project impacting details and manage multiple, simultaneous projects with competing priorities. Strong quantitative, analytical, and critical thinking skills with demonstrated use of data analysis and metrics to drive decision-making and continuous improvement.  Willingness to dig in and contribute as a part of a cross-functional team.  Remain one step ahead of any issue, with the goal of no surprises. A thorough 360 understanding of project impacts on all other aspects of the supply chain.  Experience with project management tools: i.e., Microsoft Project & Planner, Asana, Confluence, Jira, etc.  Proven advanced skills with the MS Office suite (Excel & PowerPoint) and database/SQL experience are a big plus.  Working knowledge and understanding of lean principles, project management, and change management - Six Sigma, PMP, or change management certification is a big plus.