Strategic Program Manager, Unified Communications/Call Center (UC/CC)

Qualifications

• Bachelor’s degree: Advanced degree or MBA preferred.
• PMP or PgMP, Agile, SAFe, or ITIL certifications a plus.
• 5+ years managing Unified Communications/Call Center projects within a Professional Services or Managed Services environment.
• Experience managing and leading large multi-site deployments for infrastructure projects scaling at least 1000 sites for external customers.
• 10+ years in program/project management, with 5+ years leading large, complex, cross-functional IT or infrastructure programs in a Professional Services and/or Managed Services environment.
• Ability to lead and develop high-performing teams, manage executive stakeholders, and drive strategic outcomes in matrixed environments.
• Strong experience in budgeting, forecasting, and financial reporting for multimillion-dollar programs.
• Knowledge of IT infrastructure, governance, risk management, and program planning tools (e.g., MS Project, Smartsheet, Power BI).
• Exceptional interpersonal, communication, and conflict-resolution skills, with a high degree of emotional intelligence.
• Ability to engage with executive stakeholders and translate complex infrastructure programs into clear concise narratives.

Want to learn more about Infrastructure Services? Check us out on our platform: Infrastructure Services

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all

full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $150,000.00 to $180,000.00 annually. Actual
salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

Strategic Program Manager, Unified Communications/Call Center (UC/CC)

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Why should you join the PMO?
As a Strategic Program Manager, you will be leading innovative and emerging technology solutions for Fortune 500 customers across all verticals. The Strategic Program Services team is an elite group of professionals selected for their vast experience in driving and successfully delivering complex solutions and transformational initiatives across WWT’s global presence and influence.

The Strategic Program Manager leads the successful delivery of complex, high-impact programs that drive Client strategic objectives. This role ensures initiatives are executed with strong governance, operational rigor, stakeholder alignment, financial accountability, and a relentless focus on value delivery. In addition to program leadership, this role champions a culture of collaboration, mentorship, and continuous development across project management and engineering delivery teams. The ideal candidate brings deep experience in managing cross-functional programs, developing high-performing teams, and driving continuous improvement to maximize business impact.

Key Responsibilities

The Strategic Program Manager leads the successful delivery of complex, high-impact programs that drive Client strategic objectives. This role ensures initiatives are executed with strong governance, operational rigor, stakeholder alignment, financial accountability, and a relentless focus on value delivery. In addition to program leadership, this role champions a culture of collaboration, mentorship, and continuous development across project management and engineering delivery teams. The ideal candidate brings deep experience in managing cross-functional programs, developing high-performing teams, and driving continuous improvement to maximize business impact.

Key Responsibilities

Strategic Alignment & Governance

• Ability to align telecom infrastructure programs with enterprise strategy, ensuring central office initiatives support broader business initiatives. (service readiness, network expansion, cost optimization)

• Drive clarity and momentum in ambiguous environments by shaping strategy, guiding decision-making, and navigating change.

• Defines and implements governance structures based on program and stakeholder needs.

• Manages program resourcing, ensuring alignment to priorities and operational needs.

• Proactively identifies and mitigates program-level risks, issues, and critical dependencies.

Stakeholder Engagement & Delivery Management

• Build and nurture authentic, trusted relationships with sponsors, business owners, clients, and internal teams.

• Facilitate seamless cross-functional collaboration and decision-making to maintain program momentum and strategic alignment.

• Maintain regular, executive-level communications, providing transparency on progress, risks, and key decision points.

• Leverage emotional intelligence (EQ) to influence outcomes, resolve conflicts, and drive stakeholder engagement across complex landscapes.

Program Planning & Execution

• Leads end to end program oversight of telecom infrastructure initiatives, including deployments and upgrades across multiple interconnected projects.
• Serve as the primary point of contact for Tier 1 Telco clients. Managing executive-level relationships and resolving escalations.
• Maintain a deep understanding of telecom technologies (fiber, cloud, OSS/BSS/central office)

• Oversee and can create program schedules, resource planning, and critical path analysis to ensure operational excellence.

• Applies structured problem-solving and issue-resolution practices to maintain program momentum.

• Championing a culture of relentless curiosity and continuous learning within delivery teams to foster innovation and agility.

Team Leadership, Coaching, and Development

• Lead, inspire, and develop Project Managers and Coordinators, holding teams accountable while cultivating respect and resilience.

• Promote team growth through collaboration, mentorship, coaching and purposeful skill development across all delivery functions.

• Recognizes and cultivates high-potential talent within the program to build a resilient, future-ready delivery organization.

Financial Management & Performance Reporting

• Provides full oversight of program financials, including budgeting, forecasting, and reporting.

• Ensures financial performance aligns to program goals and strategic objectives, proactively identifying cost risks and opportunities.

• Communicates financial status and implications to sponsors and stakeholders clearly and effectively.

• Understand the resource plan needs and make recommendations to optimize cost allocation.

Monitoring, Reporting, and Continuous Improvement

• Establishes standardized mechanisms for status tracking, risk monitoring, and performance reporting.

• Creates and delivers executive dashboards, synthesizing program health, achievements and strategic insights.
• Lead program level QA and engagement reviews to ensure standards are upheld.

• Anticipates client needs and delivers business-aligned, practical solutions that enhance customer satisfaction and strengthen relationships.

• Drives continuous improvement efforts to maximize efficiency, increase value delivery, and improve stakeholder engagement across programs.