Program Manager
Category: Project Management
Main location: United States, Texas, Dallas
Position ID: J0725-1818
Employment Type: Full Time
Position Description:
CGI is seeking experienced Program Managers to support our client organization in the merger and integration of large telco operations. This role will drive program delivery across retail, digital, call center, and customer migration workstreams, with a strong focus on execution, stakeholder alignment, and customer experience.
This is a hybrid model located in Dallas, TX.
Your future duties and responsibilities:
Candidates must be execution-focused leaders with experience in complex transformations involving Order-to-Cash, brand migrations, and customer separation/acquisition activities. Prior exposure to telecom, retail operations, or mass market/Consumer programs is strongly preferred.
• Program Management & Execution
o Lead day-to-day delivery across initiatives tied to the Merger and Acquisition.
o Track and resolve issues spanning order management, call handling, workforce readiness, and digital activation.
o Coordinate with cross-functional teams, including external vendors, internal, and both Merging and Acquired operational stakeholders and owners.
• Business Integration & Transition
o Support development and execution of the Multi-Dwelling Unit sales and activation plan in newly acquired territories.
o Drive activities related to customer experience alignment, including billing migration, rebranding, and channel transition.
o Ensure delivery milestones align with TSA (Transitional Service Agreements) timelines and integration sequencing.
• Executive Reporting & Strategy
o Build and maintain dashboards, leadership presentations, and reporting packages for AVP, VP, and SVP-level stakeholders.
o Represent CGI in working groups, offering insightful recommendations and program-level status on behalf of the client.
• Sales & Strategy Support
o Support MDU and territory-based sales planning by organizing key inputs, tracking market readiness, and structuring updates
o Help team structure both standalone and converged offer enablement plans
o Create scorecards, dashboards, and executive-level summaries even from limited or ambiguous inputs
• Technology & Data Skills
o Strengthened focus on technical and analytical capabilities, with emphasis on assessing data, identifying trends, and producing actionable recommendations.
• Systems & Call Center Readiness
o Oversee impacts to IVR routing, call volume shifts, and agent handling models for migrated customer bases.
o Identify system and config changes required for new SKUs, bundled offers, and branded promotions across platforms.
• Customer Separation, Migration, & Acquisition Support
o Coordinate updates to customer profiles, rebranding of touchpoints (e.g., CSS, emails, bills), onboarding flows, and collections systems.
o Partner with teams on training, communications, and data conversion strategies for seamless consumer migration.
• Digital & Technical Readiness (expanded section)
o Broadened to include system migrations, API enablement, customer handoff logic, and field activation across OAP (API-based integration layer) , Point of Sale (POS), and call routing.
Required qualifications to be successful in this role:
• 8+ years of program/project management experience in telecommunications, consumer products, or digital transformation
• Demonstrated success in M&A integration, business transformation, or large-scale implementation programs
• Strong experience in Order-to-Cash, call center operations, and/or retail enablement
• Familiarity with telecom systems (e.g., POS, billing, IVR, provisioning platforms)
• Executive-facing presentation skills and stakeholder management
• Strong organizational skills, self-starter, and able to navigate ambiguity in complex environments
Preferred:
• Background in Mass Markets or Mergers and Acquisitions in Telco/Broadband initiatives
• Understanding of Organizational Change Management (OCM)
• Experience managing cross-vendor workstreams and change initiatives
• Knowledge of MDU, billing systems, or postpaid and prepaid billing structures
• Experience working with Vendors, Salesforce, Amdocs, or other consulting teams in a high-velocity environment
• Customer handoff logic
• Data ambiguity and structured output delivery
• Order-to-Cash, Retail, Call Center, and IVR
• Multi-year transformation journey
• Background Fiber, Broadband, and Wireless
Benefits
CGI’s benefits are offered to eligible professionals on their first day of employment to include:
•Competitive compensation including profit participation program
•Comprehensive medical, dental, and vision benefits
•Basic life and accidental death & dismemberment insurance
•Matching contributions through 401(k) plan, and CGI share purchase plan
•Flexibility and paid accrued vacation leave, ranging from 10 to 20 days per year, based on job level, years of relevant prior experience, and years of service