Project / Program Manager

The Project / Program Manager keeps the implementation on track and manages the organisational change that agentic AI inevitably introduces. This role coordinates across technical, operations, and business stakeholders, owns the delivery timeline, and ensures that the people, process, and governance dimensions of the deployment receive the same rigour as the technology.
Accountabilities

- Delivery Ownership: Accountable for the end-to-end delivery of implementation projects on time, within scope, and within budget.

- Stakeholder & Change Management: Accountable for managing the organisational and stakeholder change that agentic AI deployments introduce across client, partner, and internal teams.

- Risk & Governance: Accountable for project risk management and for establishing, contributing to, and executing PMO processes and governance standards.

- Resource & Scope Management: Ownership of resource allocation, and of any changes to project scope, schedule, or cost.

- Team Enablement: Accountable for mentoring and providing functional delivery leadership — direction, prioritisation, and day-to-day coordination on project tasks — to the cross-functional implementation team (Tech Lead, Developers, QA, Integrations Engineer), without formal (hierarchical) management authority over these roles. Performance management, career development, and formal reporting lines for these team members remain with their respective functional managers.

Key Responsibilities

- Assist in defining project scope and objectives with all relevant stakeholders, ensuring overall project feasibility.

- Develop and maintain a detailed project plan to monitor and track progress against milestones.

- Manage relationships with the client, partners, third-party vendors, and project stakeholders.

- Perform risk management activities to identify and minimise project risks.

- Maintain project documentation (plans, status reports, RAID logs).

- Contribute to and monitor product enhancement requests arising from project requirements.

- Establish, contribute to, and execute PMO processes across the implementation practice.

- Provide day-to-day delivery leadership and mentoring to the project team on a functional basis, coordinating priorities and task execution without formal line-management authority.

- Understand the technical tasks behind each deliverable well enough to plan, sequence, and challenge estimates. Track technical progress at task level not just milestone level, and identify slippage early.

- Support the requirements and design process, contributing to the gathering, clarification, and validation of technical and functional requirements with client and internal teams, and to their translation into implementable specifications.

Requirements

Required:

- Bachelor's degree in Business Management, Engineering, or equivalent work experience.

- Solid organisational skills, including attention to detail and multitasking ability.

- Ability to work both independently and as part of a team.

- Excellent written and oral communication skills — English, Portuguese, and Spanish.

- Excellent client-facing and internal stakeholder communication skills.

- Experience creating detailed reports and delivering presentations.

- Resilient, positive attitude and comfort operating under pressure and challenge.

Nice to have:

- PMP, PRINCE2, or Agile/Scrum certification.

- Experience managing conversational AI, IVR, or CCaaS implementation projects.

- Experience delivering projects for enterprise clients in banking, insurance, or utilities.

- Familiarity with PMO tooling (e.g., Jira, MS Project, Smartsheet).

Benefits

- Fixed compensation;

- Long-term employment with the working days vacation;

- Development in professional growth (courses, training, etc);

- Being part of successful cutting-edge technology products that are making a global impact in the service industry;

- Proficient and fun-to-work-with colleagues;

- Appl