Senior Consultant, Project Program Management

Senior Consultant, Project Program Management

Digital self-serve is central to how customers get support today, and expectations keep rising as conversational and agentic AI reshape every channel.

This role owns the strategic direction of CSG's self-serve portfolio - spanning product, voice, web and portal channels - setting the CSG Annual Operating Plan and driving Services Modernization, while directing the Consultant-level program managers executing across each channel.

Join us as a Senior Consultant on our Project/Program Management team to do the best work of your career and make a profound social impact in Round Rock, Texas.

What you'll achieve:

As a Senior Consultant, you will set the strategic direction for CSG's self-serve portfolio, own the CSG Annual Operating Plan and Services Modernization agenda, and direct the program managers driving execution across the product, voice/phone, web and portal channels.

Join us to do the best work of your career and make a profound social impact as a Senior Consultant on our Project Program Management team.

You will:



* Own the CSG Annual Operating Plan, setting priorities, investment cases and success metrics for the self-serve portfolio across product, voice/phone, web and portal channels.



* Drive Services Modernization strategy, including MOD 2.0 execution, aligning engineering, product and support leadership around a shared roadmap.



* Direct and coordinate the work of the Consultant-level program managers aligned to product, voice/phone, web and portal, ensuring their roadmaps ladder up to a single cross-channel strategy.



* Define the enterprise measurement framework for self-serve performance and hold channel teams accountable for utilization and containment targets.



* Partner with Digital Support and CSG leadership, for global strategic oversight of self-serve investments and outcomes.



* Build and present executive-ready strategy, roadmap and business-case materials to senior leadership and cross-functional stakeholders.



* Influence and align senior stakeholders and engineering leaders across the organization, driving progress without direct authority over their resources.

Take the first step towards your dream career:

Every Dell Technologies team member brings something unique to the table.

Here's what we are looking for with this role:

Essential Requirements:



* 15+ years of experience in program management, product strategy or digital customer support, including experience directing the work of other program managers, or equivalent experience.



* Demonstrated experience setting up annual operating plans and driving multi-year modernization strategies for a large digital or self-serve organization.



* Strong track record shaping strategy across conversational/voice AI, embedded product support, web self-serve and B2B portal/API experiences.



* Executive-level stakeholder management and communication skills, with a track ...