Lead Client Services Project Manager, CX

Role Overview

Lead Client Services Project Manager (CX)

This role, based in the United States, leads complex, high-visibility client engagements from initiation through completion. You will serve as the primary point of contact for enterprise customers and coordinate across technical, product, and AI/GenAI-driven teams to deliver measurable customer value.

Responsibilities

• Lead end-to-end delivery of complex client-facing CX and AI-enabled programs
• Own the full project lifecycle across multiple concurrent CX and software/AI initiatives (planning through execution and closure)
• Act as the primary client-facing leader with clear, consistent communication to stakeholders and executive leadership
• Create and maintain project artifacts (plans, RAID logs, timelines, status reporting, governance documentation)
• Coordinate cross-functional teams to ensure alignment and delivery readiness
• Identify, manage, and resolve risks, dependencies, and escalations proactively
• Drive accountability across internal and external stakeholders to ensure delivery excellence and customer satisfaction
• Mentor and guide project managers on best practices for delivery, governance, and CX program execution
• Adapt delivery strategies as priorities evolve while maintaining execution discipline

Requirements

• 8+ years of project/program management experience leading enterprise, customer-facing technology initiatives
• Experience delivering end-to-end projects using Agile, Waterfall, and hybrid methodologies
• Demonstrated exposure to SaaS, technical delivery, and AI/GenAI-based solutions or programs
• Strong ability to manage multiple priorities, stakeholders, and complex delivery environments
• Excellent communication and executive-level presentation skills
• Strong analytical skills for managing risk, dependencies, and performance outcomes
• Proficiency with project management/reporting tools such as MS Project, Salesforce, Rocketlane, and Power BI (or similar)
• PMP certification required
• Leadership mindset with a solution-oriented, proactive, accountable approach

Nice to Have

• Experience mentoring or guiding other project managers