WSP

2 days ago

Senior Project Director – Customer Service Center Operations

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Last checked: 12 minutes agoStatus: Live

Job Summary

Lead delivery of customer service center (CSC) projects, serving as senior escalation point and day-to-day operations lead when assigned. Own project planning, schedule, resourcing, staffing, documentation, technical delivery, and quality to meet contract requirements, budget expectations, and client acceptance. Coordinate program managers, technical managers, vendors, and subcontractors, managing scope changes, risks, issues, governance meetings, change control, and monthly cost/margin tracking.

Location: Concord

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Director level

Key Responsibilities

•Serve as senior delivery lead and primary escalation point for CSC project delivery and, when assigned, day-to-day CSC operations matters.
•Develop and execute project plans spanning schedule, resources, budget, staffing, reporting, documentation, technical delivery, vendors, and subcontractors.
•Manage requirements, risks, issues, dependencies, scope, contract time requirements, and acceptance criteria to support financial performance and client satisfaction.
•Administer change control processes for system/operational/scope/contract changes, including submissions, impact analysis, approvals, and release tracking.
•Lead teams and governance: direct program managers and project teams, monitor on-time delivery and milestone risks, oversee deliverables/quality control, and provide executive status reporting.

Travel: Low travel

Pay and Benefits

Salary: USD 200,000 - 325,000 annually

Perks:Health InsuranceDentalVisionDisabilityRetirement SavingsPaid LeaveParental Leave

Key Requirements

•15+ years of relevant experience and a Bachelor’s degree in Business, Engineering, or related field.
•Five (5) years of experience in the toll industry or a related customer service center operations environment.
•Served as Project Director/Program Manager/Project Manager or senior delivery lead for at least one tolling CSC project or CSC operations contract.
•Experience managing project and operations costs, including accruals, cost controls, vendor/subcontractor cost drivers, and margin goals.
•Project management certification such as PMP is desired; demonstrated risk, contract/change, and change-control/impact-analysis experience.

Experience:15+ years

Education:Bachelor's in Business, Engineering, or related field

Skills:Client relationship managementExecutive communicationRisk mitigationStrong written/verbal communicationAttention to detail

Certifications:PMP

Tech Stack:Microsoft ExcelMicrosoft Word

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

WSP

Global professional services firm providing engineering, consulting, and technical services across infrastructure, environment, buildings, transportation, and energy sectors for public- and private-sector clients worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Montreal, Canada

Founded: 1959

Website LinkedIn

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WSP