Job DescriptionSenior Consultant, Project Program ManagementDigital self-serve is central to how customers get support today, and expectations keep rising as conversational and agentic AI reshape every channel. This role owns the strategic direction of CSG's self-serve portfolio - spanning product, voice, web and portal channels - setting the CSG Annual Operating Plan and driving Services Modernization, while directing the Consultant-level program managers executing across each channel.
Join us as a
SeniorConsultant on our
Project/Program Management team to do the best work of your career and make a profound social impact in
Round Rock, Texas. What you'll achieve:As a Senior Consultant, you will set the strategic direction for CSG's self-serve portfolio, own the CSG Annual Operating Plan and Services Modernization agenda, and direct the program managers driving execution across the product, voice/phone, web and portal channels.
Join us to do the best work of your career and make a profound social impact as a Senior Consultant on our Project Program Management team.
You will:- Own the CSG Annual Operating Plan, setting priorities, investment cases and success metrics for the self-serve portfolio across product, voice/phone, web and portal channels.
- Drive Services Modernization strategy, including MOD 2.0 execution, aligning engineering, product and support leadership around a shared roadmap.
- Direct and coordinate the work of the Consultant-level program managers aligned to product, voice/phone, web and portal, ensuring their roadmaps ladder up to a single cross-channel strategy.
- Define the enterprise measurement framework for self-serve performance and hold channel teams accountable for utilization and containment targets.
- Partner with Digital Support and CSG leadership, for global strategic oversight of self-serve investments and outcomes.
- Build and present executive-ready strategy, roadmap and business-case materials to senior leadership and cross-functional stakeholders.
- Influence and align senior stakeholders and engineering leaders across the organization, driving progress without direct authority over their resources.
Take the first step towards your dream career:Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:
Essential Requirements:- 15+ years of experience in program management, product strategy or digital customer support, including experience directing the work of other program managers, or equivalent experience.
- Demonstrated experience setting up annual operating plans and driving multi-year modernization strategies for a large digital or self-serve organization.
- Strong track record shaping strategy across conversational/voice AI, embedded product support, web self-serve and B2B portal/API experiences.
- Executive-level stakeholder management and communication skills, with a track record of influencing senior leadership and directing cross-functional teams without direct authority.
- Deep experience with portfolio tools, BI and enterprise measurement frameworks.
- Experience operating across large, matrixed, global organizations.
Desirable Requirements:- Bachelor's degree; advanced degree a plus.
- Familiarity with server and storage product and support environments.
- Experience with intent modeling, NLU, agentic AI systems or B2B services APIs.
CompensationDell is committed to fair and equitable compensation practices. The salary range for this position is $ 166,000 - $228,000
Benefits and Perks of working at Dell TechnologiesYour life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member - right now at MyWellatDell.com
