Project Manager

Program Manager – Customer Care Technology Transformation

Location: Auburn Hills, MI (Hybrid/Onsite)

Duration: Long-term contract (through end of 2028)

Overview

We are seeking an experienced Program Manager to support a large-scale, multi-year Customer Care technology transformation initiative across North America (U.S., Canada, and Mexico). This role will partner closely with an external systems integrator and internal IT teams to drive execution, coordination, and delivery across a complex enterprise program.

This is a high-impact opportunity for a seasoned program leader who thrives in dynamic environments and can effectively align cross-functional stakeholders while driving results.

Key Responsibilities

Program & Project Execution

• Lead and coordinate cross-functional technical teams spanning:
  • Application development
  • Systems engineering
  • Data & analytics
  • Network dependencies
  • AI and automation workstreams
• Define and manage:
  • Program scope
  • Timelines and milestones
  • Critical path activities
  • Dependencies and resource allocation
• Act as a co-program manager alongside an external solutions integrator to manage plans, deliverables, and execution strategy
• Ensure adherence to IT governance, data security standards, and best practices, particularly related to customer data and AI/automation initiatives
• Drive accountability through consistent follow-ups, issue resolution, and schedule management

Documentation & Reporting

• Maintain comprehensive project documentation including:
  • Project plans
  • Risk and issue logs
  • Status reports
  • Meeting notes
• Develop executive-level reporting and presentations
• Translate complex technical updates into clear, actionable insights for business and leadership stakeholders

Stakeholder Management

• Facilitate meetings across Customer Care, IT, and enterprise stakeholders
• Coordinate deliverables across geographically dispersed teams in the U.S., Canada, and Mexico
• Escalate risks, scope changes, and critical decisions to leadership as needed

Tools & Technologies

• Microsoft Project (planning and scheduling)
• Excel (tracking and analytics)
• PowerPoint (executive reporting)
• Outlook & Teams (communication and coordination)

Qualifications

Required

• Bachelor’s degree in Business, Information Technology, Project Management, or related field
• 8+ years of experience managing complex technology programs, preferably within customer service or contact center environments
• Proven ability to deliver large-scale initiatives on time and within budget
• Strong knowledge of customer service technologies, such as:
  • CRM platforms
  • Ticketing systems
  • Telephony/contact center technologies
  • Chatbots and automation tools
  • Reporting and analytics platforms
• Demonstrated experience in:
  • Stakeholder management
  • Cross-functional coordination
  • Process improvement and change management
• Experience with project delivery methodologies (Agile, Waterfall, Hybrid)
• Strong analytical, problem-solving, and risk management skills

Preferred

• Master’s degree in a related field
• PMP, Lean Six Sigma, or equivalent certification
• Experience with enterprise-scale digital transformation programs
• Familiarity with AI and automation in customer care environments

Work Environment & Candidate Profile

• Local to the Auburn Hills, MI area (onsite expectations required)
• Comfortable navigating large, enterprise-level program environments
• Strong organizational skills with exceptional attention to detail
• Demonstrates leadership presence and proactive communication
• Able to manage multiple priorities in a fast-paced environment

Why This Role Matters

This role supports a critical, multi-year transformation initiative designed to modernize customer care capabilities across North America. The Program Manager will play a key role in improving customer experience, enabling advanced technologies, and driving operational excellence at scale.

This is a Contract position based out of Auburn Hills, MI.

The pay range for this position is $48.89 - $48.89/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• 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)

This is a fully onsite position in Auburn Hills,MI.

This position is anticipated to close on Jun 11, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.