Sr. Project Manager

Aquent is partnering with a leading enterprise client at the forefront of innovation in critical infrastructure. This organization is dedicated to delivering essential services and enhancing the daily lives of millions through cutting-edge technology and a deep commitment to customer experience. We are seeking exceptional talent to join their high-impact team, where your contributions will directly shape the future of their customer engagement strategies and operational excellence.

Are you a dynamic leader who thrives at the intersection of business strategy and technical execution? We are searching for a versatile professional to step into a pivotal dual role, driving transformational messaging initiatives and ensuring seamless, time-sensitive customer communications. This is an incredible opportunity to make a tangible impact, owning critical project deliverables, shaping product enhancements, and directly influencing how millions of customers receive vital information across multiple channels. You will be instrumental in maintaining day-to-day program stability while spearheading innovative solutions and responding to urgent business needs, especially during critical events. Your work will directly enhance customer satisfaction and operational resilience for a vital service provider.

Key Responsibilities

• Lead the gathering, drafting, and refinement of functional business requirements, user stories, and acceptance criteria, maintaining and prioritizing the product enhancement backlog within an Agile framework.
• Oversee the end-to-end execution of customer communication initiatives, ensuring reliable, automated, and time-sensitive outbound messaging across SMS, email, voice/IVR, web, and mobile platforms.
• Act as the primary operational bridge between internal business units, technical engineering teams, and executive leadership, translating complex business needs into clear technical specifications.
• Direct third-party software, telecom, and integration vendors (onshore and offshore) to communicate requirements, track deliverables, and run User Acceptance Testing (UAT) to validate release readiness.
• Manage full SDLC project lifecycles, track RAID risks and dependencies, and deliver regular executive status reports and performance dashboards.
• Assist with cross-functional operational needs, including compliance considerations (e.g., TCPA messaging regulations), process optimizations, and participating in scheduled off-hours support for critical customer outage or emergency messaging escalations.

Required Qualifications

• 5-12 years of hands-on experience as a Product Owner (PO), Product Manager (PM), Business Analyst (BA), or Technical Project Manager (TPM) in an enterprise environment.
• Proven track record supporting multi-channel customer communications programs, notification platforms, or customer engagement tools with a deep commitment to customer experience (CX).
• Certified or deeply experienced in Agile/Scrum methodologies (e.g., CSPO, CSM), with direct hands-on experience facilitating sprint ceremonies, writing user stories, managing backlogs, and leading UAT in tools like Jira or Azure DevOps.
• Strong ability to understand data flows, system integrations, and APIs across complex platforms without needing to write code personally.
• High degree of organizational skills, comfort operating in ambiguous or fast-shifting environments, and strong executive presence under pressure.

Nice-to-Have Qualifications

• Prior experience in a utility, telecommunications, or complex, regulated infrastructure environment.
• Direct exposure to customer-facing communications during emergency, time-sensitive, or service-interruption/outage situations (e.g., Estimated Time to Restore / ETR notifications).
• Hands-on experience with customer notification platforms, IVR routing, or outbound messaging automation engines.