Senior Program Manager to lead the execution of a national IVR phone system upgrade, transitioning to BTC

Our client is Canada's largest retailer. They're looking for a Senior Program Manager to lead the execution of a national IVR phone system upgrade, transitioning to BTC.

Duration: 1 Year

Location: Hybrid (4 days/week onsite - North York or Brampton)

Responsibilities:

• Program Execution: Oversee the deployment of the IVR upgrade to the remaining store locations.
• Governance & Reporting: Maintain program governance, track deliverables, manage schedules, and provide regular status updates.
• Stakeholder & Vendor Management: Act as the primary point of contact for internal stakeholders and external vendors (e.g., Bell).
• Change Management: Manage communications and support change initiatives across impacted stores.
• Steering Committee Support: Participate in executive steering committee meetings.
• Provide store-specific details to Bell and ensure seamless coordination and implementation at each site.
• Support technical teams with implementation details and ensure alignment with existing infrastructure.

Must Have Skills:

• 8+ Years of Program/Project Management, with experience managing technology implementations/rollouts.
• Strong Stakeholder Management; coordinating across business, technical, and executive levels.
• Strong Vendor Management; including contract deliverables, SLAs, and day-to-day coordination.
• Experience managing and reporting into Executive Steering Committees.
• Experience supporting change management; communicating across impacted business units.

Nice to Haves:

• Bilingual (English/French)
• Experience with IVR (BTC, Bell Systems, Genesys)