Strategy & Consulting - Global Network - SONG - Service - CCaaS Program/Project Manager Consultant/Manager
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The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care.These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
Responsibilities:
- Define the overall project plan and conduct ongoing governance meetings.
- Establish and maintain program governance processes and ensure compliance with standards.
- Validate or create detailed workstream-level project plans including scope, deliverables, and timelines.
- Stakeholder Management & Communication
- Ensure effective communication and manage expectations across all parties.
- Provide regular updates and status reports to stakeholders and leadership.
- Coordinate and monitor daily project activities and workstream-level execution.
- Track progress against timelines, deliverables, and milestones.
- Host team updates, stakeholder syncs, and cross-functional alignment meetings.
- Identify risks and roadblocks; develop and implement mitigation plans.
- Highlight out-of-scope items and resolve escalations with stakeholders.
- Proactively manage change requests and impact assessments.
- Facilitate stand-ups, sprint planning, reviews, and retrospectives.
- Coach and mentor BAs, QA, and Development team members.
- Oversee quality checks, UAT readiness, and compliance with Customer standards.
- Coordinate with tech consultants on platform-specific configuration and implementation (e.g., Sprinklr).