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 onsite in Round Rock, Texas or Hopkinton, Massachusetts. 

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 record of influencing senior leadership and directing cross-functional teams without direct authority.

• Deep experience with portfolio tools, BI and enterprise measurement frameworks.

• Experience operating across large, matrixed, global organizations.

Desirable Requirements:

• Bachelor’s degree; advanced degree a plus.

• Familiarity with server and storage product and support environments.

• Experience with intent modeling, NLU, agentic AI systems or B2B services APIs.