Project Manager
TEKsystems, Auburn Hills, MI, United States
The Program Manager will support a multi-year Customer Care technology transformation initiative spanning the U.S., Canada, and Mexico. This individual will co‑manage the program alongside an external systems integration partner and internal ICT teams. The PM will oversee technical resources across application development, systems development, data teams, network dependencies, and light infrastructure involvement. This role requires strong coordination, communication, scheduling, follow‑up, and stakeholder alignment across diverse business groups. The PM will work within established processes and under the guidance of the hiring manager but will have autonomy in daily tasking, driving timelines, resolving blockers, and escalating risks.
Key Responsibilities
Program & Project Execution
Oversee small to large teams of technical resources across applications, systems, data, network components, and AI/automation related workstreams.
Define and manage system scope, timelines, critical paths, dependencies, and resource assignments.
Serve as co‑program manager with the external solutions integrator to jointly oversee program plans, tasks, and deliverables.
Ensure adherence to ICT processes, scope requirements, data security standards, and best practices, especially related to AI, automation, and customer data protection.
Drive follow‑up, task completion, and schedule adherence across all assigned parties.
Documentation & Reporting
Maintain detailed project documentation including project plans, logs, issues/risks, status updates, and meeting minutes. Develop and deliver program status reports and leadership level presentations. Communicate complex project updates clearly to both technical and business stakeholders.
Stakeholder Management
Facilitate meetings with Customer Care and other enterprise stakeholders leveraging the impacted systems. Coordinate activities across U.S., Canada, and Mexico business units. Escalate scope changes, risks, and technical decisions to the hiring manager or leadership as required.
Tools & Systems
Microsoft Project (project planning)
Excel (reporting, tracking)
PowerPoint (executive presentations)
Outlook and Teams (communications)
Decision Making Authority
Full authority to assign and track tasks within the defined program plan.
Ability to identify critical path issues and escalated accordingly.
Scope changes or major technical/business decisions will route through leadership for approval.
Skills
Project management
Stakeholder management
MS Project
Salesforce CRM
Agile
PMP
Program management
Implementation
Project plan
Project coordination
Call center
Customer support
Additional Skills & Qualifications
Bachelor's degree in Business Administration, Information Technology, Project Management, or related field; Master's degree preferred.
8+ years of experience managing technology projects and operational programs in a customer service or contact center environment.
Proven track record of delivering complex projects on time and within budget.
Strong understanding of customer service technologies (CRM, ticketing systems, telephony platforms, chatbots, analytics tools).
Excellent communication, leadership, and stakeholder management skills.
Significant experience with process mapping, operational analysis, and change management.
Proficiency in project management and application development methodologies (Agile, Waterfall, or hybrid) and related tools (e.g., MS Project, Jira, others).
Analytical mindset with ability to assess risk, interpret data, and drive actions to remediate.
Ability to work in a highly fast‑paced, dynamic environment and manage multiple priorities.
Certification in Project Management (PMP), Lean Six Sigma, or equivalent is a plus.
Job Type & Location
This is a Contract position based out of Auburn Hills, MI.
Pay and Benefits
The pay range for this position is $48.89 - $48.89/hr.
Benefits may include:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Auburn Hills, MI.
Application Deadline
This position is anticipated to close on May 6, 2026.
Equal Opportunity Employer
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Key Responsibilities
Program & Project Execution
Oversee small to large teams of technical resources across applications, systems, data, network components, and AI/automation related workstreams.
Define and manage system scope, timelines, critical paths, dependencies, and resource assignments.
Serve as co‑program manager with the external solutions integrator to jointly oversee program plans, tasks, and deliverables.
Ensure adherence to ICT processes, scope requirements, data security standards, and best practices, especially related to AI, automation, and customer data protection.
Drive follow‑up, task completion, and schedule adherence across all assigned parties.
Documentation & Reporting
Maintain detailed project documentation including project plans, logs, issues/risks, status updates, and meeting minutes. Develop and deliver program status reports and leadership level presentations. Communicate complex project updates clearly to both technical and business stakeholders.
Stakeholder Management
Facilitate meetings with Customer Care and other enterprise stakeholders leveraging the impacted systems. Coordinate activities across U.S., Canada, and Mexico business units. Escalate scope changes, risks, and technical decisions to the hiring manager or leadership as required.
Tools & Systems
Microsoft Project (project planning)
Excel (reporting, tracking)
PowerPoint (executive presentations)
Outlook and Teams (communications)
Decision Making Authority
Full authority to assign and track tasks within the defined program plan.
Ability to identify critical path issues and escalated accordingly.
Scope changes or major technical/business decisions will route through leadership for approval.
Skills
Project management
Stakeholder management
MS Project
Salesforce CRM
Agile
PMP
Program management
Implementation
Project plan
Project coordination
Call center
Customer support
Additional Skills & Qualifications
Bachelor's degree in Business Administration, Information Technology, Project Management, or related field; Master's degree preferred.
8+ years of experience managing technology projects and operational programs in a customer service or contact center environment.
Proven track record of delivering complex projects on time and within budget.
Strong understanding of customer service technologies (CRM, ticketing systems, telephony platforms, chatbots, analytics tools).
Excellent communication, leadership, and stakeholder management skills.
Significant experience with process mapping, operational analysis, and change management.
Proficiency in project management and application development methodologies (Agile, Waterfall, or hybrid) and related tools (e.g., MS Project, Jira, others).
Analytical mindset with ability to assess risk, interpret data, and drive actions to remediate.
Ability to work in a highly fast‑paced, dynamic environment and manage multiple priorities.
Certification in Project Management (PMP), Lean Six Sigma, or equivalent is a plus.
Job Type & Location
This is a Contract position based out of Auburn Hills, MI.
Pay and Benefits
The pay range for this position is $48.89 - $48.89/hr.
Benefits may include:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long‑term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Auburn Hills, MI.
Application Deadline
This position is anticipated to close on May 6, 2026.
Equal Opportunity Employer
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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