CX Project Manager from Innova
Remote work, MA
About the Job
Innova Solutions has a client that is immediately hiring for CX Project Manager.
Position type: Fulltime – Contract
Duration: 12 Months
Location: 100% REMOTE
As CX Project Manager., you will:
Job Description: The Sr. Manager, CX Strategy supports the Generative AI team in the creation and execution of enterprise customer experience programs to upskill colleagues and support business-critical use cases to drive revenue and/or efficiency. We are looking for someone who can bring experience from both customer experience frameworks – service design, journey mapping, VOC, data synthesis, impact and prioritization analyses – as well as subject matter experience in AI – LLMs, prompt engineering, conversational design, and Agentic AI. You will work collaboratively with a cross-functional team of designers, researchers, engineers and product owners.
The Sr. Manager, CX Strategy will be in a matrixed organization, reporting to the Sr Director, CX Strategy and supporting the Experience Lead, Generative AI.
ROLE RESPONSIBILITIES
BASIC QUALIFICATIONS
PREFERRED QUALIFICATIONS
PHYSICAL/MENTAL REQUIREMENTS
Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
Thank you!
Lailun Sheikh
Phone: 412-763-1477
Lailun.Sheikh@innovasolutions.com
PAY RANGE AND BENEFITS:
Pay Range*: $65.00-$75.00 per hour.
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:
Website: https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.
Position type: Fulltime – Contract
Duration: 12 Months
Location: 100% REMOTE
As CX Project Manager., you will:
Job Description: The Sr. Manager, CX Strategy supports the Generative AI team in the creation and execution of enterprise customer experience programs to upskill colleagues and support business-critical use cases to drive revenue and/or efficiency. We are looking for someone who can bring experience from both customer experience frameworks – service design, journey mapping, VOC, data synthesis, impact and prioritization analyses – as well as subject matter experience in AI – LLMs, prompt engineering, conversational design, and Agentic AI. You will work collaboratively with a cross-functional team of designers, researchers, engineers and product owners.
The Sr. Manager, CX Strategy will be in a matrixed organization, reporting to the Sr Director, CX Strategy and supporting the Experience Lead, Generative AI.
ROLE RESPONSIBILITIES
- Ensure AI programs align to Client’s enterprise level experience principles for human-AI interaction
- Help stakeholders to define customer needs for AI use cases, establish standard WOW and accelerate development.
- Develop customer experience strategies based on customer insights and business priorities
- Collaborate with cross-functional teams for a shared outcome
- Manage stakeholder expectations and ensure delivery excellence
- Embed innovation and experimentation methodologies to drive novel approaches for desired outcomes and experiences.
- Support future state vision of internal enterprise GenAI experience
- Help to define Objectives / Key Results (OKRs) for GenAI programs, tied to business metrics.
- Act as SME for AI / ML activities, based on a proven understanding of AI landscape (LLMs, platforms, modalities, measurement)
- Actively evolve AI subject matter expertise based on the dynamic pace of change
- Provide training / guidance to team on AI / ML
- Mentor junior CX team members in methods and mindsets
BASIC QUALIFICATIONS
- Bachelor’s degree required, preferred in Marketing, Design, or Business
- Practical expertise in AI / ML, as demonstrated by current or recent role and delivery/outcomes
- 7+ years of relevant experience in marketing insights, customer experience, solution design journey management and strategy in healthcare, consumer goods, and/or pharmaceutical industry. Other industry experience is a plus
- At least 5 years of experience in designing and implementing customer experience education and change management programs is required
- Demonstrated ability to facilitate workshops focused on customer journey mapping, ideation, and prioritization
- Demonstrated ability to manage/lead complex projects and cross-functional/ matrix teams
- Ability to indirectly influence key partners and stakeholders
- Innovative and entrepreneurial mindset
- Collaborator, team player
PREFERRED QUALIFICATIONS
- Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
PHYSICAL/MENTAL REQUIREMENTS
- Coordination with other Client’s Digital staff to leverage shared services.
- Strong analytical, writing, presentation and facilitation skills
- Able to balance multiple project initiatives
- Generation of appropriate documentation: project plans, strategy models, user journeys, service design blueprints, impact analysis, prioritization models
- Demonstrated effective organization and time management
- Demonstrated ability to deliver results under aggressive schedules
- Ability to work independently and with minimum supervision.
Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible.
Thank you!
Lailun Sheikh
Phone: 412-763-1477
Lailun.Sheikh@innovasolutions.com
PAY RANGE AND BENEFITS:
Pay Range*: $65.00-$75.00 per hour.
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
Recent Recognitions:
- Named One of America’s Best Employers for New Grads by Forbes (2024
- Named One of the Best Companies to Work For by U.S. News & World Report (Private Companies List, 2024-2025)
- One of the Largest IT Staffing Firms in the US – Ranked #3 by Staffing Industry Analysts (SIA, 2024)
- One of the Largest Staffing Firms in the US – Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
- Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
- One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
- AWS Advanced Tier Services Partner with 100+ certifications
Website: https://www.innovasolutions.com/
Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.
Salary
$65 - $75 per hour
