• Lead end-to-end delivery of contact center programs including digital transformation, workforce optimization, CRM/telephony upgrades, and process reengineering. • Develop and manage program roadmaps, project plans, timelines, budgets, and risk mitigation strategies. • Track milestones, dependencies, and deliverables to ensure on-time and within-scope execution. • Act as the primary point of contact for program stakeholders, including senior leadership. • Communicate program status, risks, and outcomes through regular reporting and executive updates. • Drive change management initiatives to ensure smooth adoption of new processes, tools, and systems. • Define KPIs and success metrics for programs and initiatives. • Analyze operational and program data to identify trends, risks, and improvement opportunities. • Champion continuous improvement using Lean, Six Sigma, Agile, or similar methodologies.