Senior Project Manager

Job title: Senior Project Manager

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

We are seeking an experienced Senior Project Manager to lead complex, cross-functional business technology initiatives from concept through delivery. This role will manage multiple concurrent projects across enterprise platforms such as CRM (Customer Relationship Management), HCM / HRIS (Human Capital Management / Human Resources Information System), MAP (Marketing Automation Platforms), AI /Automation, WFM (Workforce Management), and other platforms supporting revenue growth, operational scale, compliance, efficiency, and security. The ideal candidate combines disciplined project leadership, strong business and technical acumen, and the ability to influence stakeholders in a fast-paced, global environment. The ideal candidate brings a variety of experiences and embraces the idea of continuous improvement with an affinity toward bringing business value.

Responsibilities

• Own the end-to-end delivery of multiple complex, concurrent business technology projects, from intake and planning through implementation, adoption, and closeout.
• Partner with business leaders, product owners, engineering teams, architects, vendors, and other stakeholders to align objectives, scope, success measures, dependencies, and delivery commitments.
• Develop and maintain project charters, integrated plans, schedules, budgets, resource forecasts, decision logs, risk and issue registers, and executive-ready status reporting.
• Own delivery and drive governance, facilitate key decisions, and manage changes to scope, schedule, resources, and priorities with clear assessment of business and delivery impacts.
• Run monthly steering committees (SteerCos) and weekly status reviews, manage RAID (risks, assumptions, issues, dependencies), and coordinate user acceptance testing (UAT).
• Proactively identify risks, issues, and cross-project dependencies; establish mitigation and escalation plans; and remove obstacles to keep delivery on track.
• Push back diplomatically, including with senior leaders, when a request puts scope, quality, or the date at risk, and offer options and tradeoffs.
• Lead requirements/user stories, readiness, testing, release, and change-management activities in partnership with business and technical teams to support successful adoption.
• Communicate concise, transparent updates on progress, milestones, decisions, risks, financials, and outcomes to working teams and senior leaders.
• Use AI to automate routine project management activities to gain efficiency and to share with the rest of the PMO.
• Strengthen project management practices through lessons learned, reusable standards, delivery metrics, and continuous improvement across the PMO.
• Key Competencies
• Demonstrated success delivering complex, cross-functional technology initiatives on time, within scope, and within budget.
• Strong leadership, facilitation, negotiation, and influencing skills, including the ability to drive alignment without direct authority.
• Sound judgment and analytical problem-solving, with the ability to prioritize competing demands and make tradeoffs in a dynamic environment.
• Working knowledge of multiple delivery approaches such as Agile, Scrum, Waterfall, and/or hybrid with the judgment to apply the right method to the work.
• Ability to translate between business needs and technical requirements/user stories while maintaining focus on intended outcomes and user adoption.
• Executive-level written and verbal communication skills, with a proactive, accountable, and collaborative working style.
• Curiosity about AI and eagerness to use it to automate routine project management work and find more efficient ways to work.

Requirements

• 5+ years of prior project or program management experience preferred delivering enterprise software, SaaS, cloud, or business systems initiatives from start to finish.

• Experience managing multiple workstreams, cross-functional teams, third-party vendors, budgets, and senior stakeholder expectations.

• Experience with enterprise platforms such as CRM, HCM / HRIS, MAP, AI /Automation, WFM, integration and automation tools, or ERP systems is preferred.

• PMP, PMI-ACP, Certified ScrumMaster, or a comparable project management or agile certification is a plus.

• Experience with more than one delivery model, such as waterfall, hybrid, blended, spiral, agile, SAFe, and Kanban, is preferred.

• Experience with AI projects or AI tools, including examples of using AI to remove routine work, is preferred.

• What success looks like

• At 90 days

• You know our people, systems, and process, and have met your key partners in the business and in BT.

• You have taken over your projects with a clean handoff and a baseline for scope, schedule, and budget. The RAID log is current.

• SteerCos and weekly status run on schedule.

• You have automated at least one routine project management task with AI and shared it with the team.

• How we work

• High standards, clear measures. Five9 is building a high-performance culture. We set KPIs and look at results.

• Honest, respectful, and inclusive while taking ownership, focusing on the customer, and working as a team

• AI in our processes. We expect everyone to look for ways to use AI to work more efficiently.

• Work

Location

This role is hybrid. 3 days a week (T, W, TH) in our Dallas office is required.

The US base salary range for this role is below.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.