Principal Project Manager

Role overview

A Principal Project Manager is needed to lead a portfolio of complex, multi-phase customer implementation and services engagements for an AI-powered customer experience assurance platform. The role combines hands-on delivery leadership on high-value accounts with responsibility for coaching a small project management team and elevating professional services delivery standards across the organization.

Responsibilities

- Own a portfolio of complex, multi-phase, and strategic customer implementations and services engagements from initiation through formal closure. - Lead and coach a small team of Project Managers, setting expectations, reviewing project plans, and holding the team accountable to consistent delivery standards. - Personally manage select high-value or high-complexity accounts, staying close to delivery while building the team's ability to do the same. - Establish consistent project-management standards, templates, and methodologies across Professional Services, covering planning, resource forecasting, effort estimation, and change control. - Define governance for long-duration and multi-phase programs, including clear criteria for closing individual phases and full projects rather than leaving them administratively open. - Build risk management, dependency tracking, and executive escalation practices that keep engagements on track and stakeholders informed. - Partner with Professional Services leadership, consultants, technical resources, Sales, and Customer Success to align delivery plans with customer commitments and business priorities.

Requirements

- Demonstrated success owning complex, multi-phase customer implementation or services portfolios from initiation through completion. - Experience leading and coaching project managers, including setting expectations and reviewing delivery quality. - Track record of establishing project management standards, templates, governance, and methodologies across a professional services organization. - Strong risk management, dependency tracking, and executive escalation skills for large, long-duration programs. - Ability to partner cross-functionally with consulting, technical, sales, and customer success teams to align delivery with commitments. - Comfort personally managing high-value or high-complexity accounts while scaling delivery through a team.

Nice to have

- Background in customer experience, contact center, conversational AI, or assurance/testing platforms where engagements involve validating AI-driven customer interactions. - Familiarity with regulated or compliance-sensitive enterprise environments where change control and governance are critical.

Benefits and work setup

- Flexible work options paired with a focus on employee well-being and recognition programs. - Inclusive culture with stated commitment to diversity, equity, inclusion, and belonging. - Environment described as curiosity-driven, collaborative, and supportive of continuous learning and bold innovation.