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12-month contact Technical Program Manager contract role delivering AI call centre capabilities for a global enterprise organization

• Digital Program Manager role with a global organization.
• Call centre transformation work focused on AI initiatives.
• Hybrid work available in Vancouver, 4 days a week onsite.

What & Why:

Due to investment in AI our client is looking to add a Digital Program Manager to their Guest Support team.  In this role you’ll lead the design and implementation of a quality excellence program within its guest support organization. This role owns the transition from a manual, fragmented quality scoring process to a fully automated reporting model, with direct implications for performance measurement, compensation, and compliance. The successful candidate will operate across a broad stakeholder group including directors, senior leadership, legal, and operations teams, and will spend the majority of their time on program management with a smaller portion dedicated to evaluating AI use cases in partnership with the enterprise AI team. This is a business-focused PM role requiring strong contact centre domain knowledge, proven change management experience, and the communication presence to hold the room at senior leadership level.

Who:

This client is one of the most recognizable Canadian brands, a true Vancouver success story who has expanded globally. They are well known for their corporate culture and has won major awards for their accomplishments. They have invested majorly in technology and have had an incredibly successful past few years, including a major strategic acquisition. They have an all-star leadership team who keeps you accountable and provides support while still affording you tremendous autonomy. They are located close to rapid transit in newly renovated offices in downtown Vancouver and have a hybrid work environment, 4 days a week on site.

You:

You will bring the following education, skills and experience to the role:

• Contact centre operational background with hands-on familiarity with quality scoring processes and standard metrics including CSAT, AHT, and WFM; operational experience is prioritized over technical implementation experience.
• Program management experience in a large, cross-functional enterprise environment, with demonstrated ability to manage complex, multi-stakeholder programs through ambiguity and competing priorities.
• Change management skills, particularly in initiatives that impact people, process, and compliance; this role will directly affect educator performance metrics, pay structures, and require legal and PNC involvement.
• Executive-level communication and presentation skills, with the ability to engage confidently and succinctly at director and senior leadership level, including regular opcos and steering committees.
• Familiarity with AI tools and use case evaluation (e.g. Copilot), with enough understanding to assess feasibility and act as a liaison to enterprise AI teams; building experience is not required.
• Quality reporting experience, ideally including exposure to transitioning manual reporting processes toward automated or AI-driven solutions in a contact centre or guest support environment.

Compensation:

This role pays between $100-110 per hour.

Next Steps:

If the sound of this opportunity excites you, and you’re confident that it’s a good fit for your experience and career goals, then we’d love to hear from you! Please send your updated resume to us by applying to this posting and one of our awesome team of recruiters will be in touch.