Description
The Project Manager (PM) for the Service Delivery Team is responsible for planning, coordinating, and delivering projects that enhance customer service operations across Salesforce Service Cloud, call center technologies, and associated enterprise systems. This role ensures projects are executed on time, within scope, and within budget while supporting stakeholders across Service, IT, and operations.
The PM oversees project planning, delivery governance, issue/risk management, cross-team coordination, and ensures alignment between business outcomes and technical execution. Experience with call center environments and Salesforce Service Cloud is essential.
Key Responsibilities
Project Planning & Governance
- Develop and maintain detailed project plans, timelines, milestones, and RAID logs (Risks, Assumptions, Issues, Dependencies).
- Define project scope, objectives, and success criteria in collaboration with business and technical leaders.
- Create and manage resource plans, sprint plans, and dependency schedules across teams.
Delivery Management
- Coordinate delivery teams including admins/developers, architects, QA, call center operations, and external vendors.
- Ensure alignment between business requirements and technical implementation.
- Track progress against milestones and provide delivery oversight to ensure projects remain on schedule.
- Facilitate standups, status meetings, sprint ceremonies (as needed), and cross-team checkpoints.
Stakeholder Communication
- Serve as a primary point of contact for Service, IT, leadership, and vendor stakeholders.
- Prepare and deliver project status reports, dashboards, and executive updates.
- Communicate scope changes, risks, blockers, and mitigation strategies promptly and transparently.
Salesforce Service Cloud & Call Center Coordination
- Oversee projects involving:
- Case Management enhancements
- Omni-Channel routing and configuration
- Knowledge base improvements
- CTI/Telephony integrations
- Digital service channel deployment (chat, SMS, email-to-case)
- Agentforce AI, bots, automation, macros
- Reporting and dashboard enablement
- Work closely with call center supervisors to understand operational impacts and schedule testing, rollout, and training activities.
Cross-Functional Collaboration
- Coordinate with leads across multiple teams including Salesforce Platform, Call Center Ops, QA, Training, and Change Management.
- Ensure technical decisions are aligned with business needs and platform constraints.
- Organize cross-team to clarify processes, data flows, and decision points.
Risk, Issue & Dependency Management
- Identify risks early and maintain a mitigation/contingency plan.
- Monitor and escalate project issues that impact scope, timelines, or budget.
- Track dependencies (e.g., telephony provider updates, Service Cloud features, data integrations) that affect overall delivery.
Testing & Deployment Support
- Coordinate UAT cycles, testing schedules, and defect triage with QA and business testers.
- Ensure all deployment readiness tasks—training, documentation, release notes, support models—are completed before go-live.
- Work with technical teams to verify production launch plans, rollback strategies, and post-deployment validation.
Change Management & Adoption
- Partner with Training and Change Management teams to prepare end users for new functionality.
- Ensure communication plans, job aids, and knowledge articles are delivered ahead of launch.
Qualifications
Required
- 4+ years of project management experience in IT, CRM, or customer service systems.
- Proven track record delivering projects in environments using Salesforce Service Cloud or similar CRM/service platforms.
- Strong knowledge of call center operations, service workflows, and telephony/CTI systems.
- Experience managing cross-functional technical teams.
- Solid command of project management methodologies.
- Excellent communication, facilitation, and leadership skills.
Preferred
- Salesforce certifications (Administrator, Service Cloud, or Business Analyst) a strong plus.
- Experience with:
- Agentforce or AI-driven service capabilities
- Workforce management tools
- Knowledge-centered support (KCS)
- Nonprofit or healthcare customer service operations
- PMP, CSM, PMI-ACP, or similar certifications.
Role Attributes
- Highly organized and detail-oriented.
- Strong facilitator with excellent follow-up discipline.
- Able to translate business needs into actionable project plans.
- Comfortable managing multiple workstreams simultaneously.
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Track post-launch adoption and escalate needs for enhancements or support.
