Senior Project Manager - Customer Support

This role is Hybrid, 3 days a week on-site at our Chicago or Northbrook, IL Office.

The Senior Project Manager independently plans and executes significant, complex, and highly visible projects—often confidential in nature—to achieve stated business objectives. This role will specifically support UL Solutions’ Customer Support Contact Center and multiple B2B Software solutions, requiring deep experience in contact center operations, customer support technology, and software-driven business environments. The Senior Project Manager may oversee several high-impact initiatives simultaneously.

• Manage the implementation of large, complex, and cross-functional projects, with a strong focus on initiatives impacting Customer Support operations, contact center capabilities, and B2B Software product lines.
• Provide leadership, structure, and direction to other team members, including stakeholders from Customer Support, Sales, Software Product, Engineering, and Operations.
• Serve as the primary point of contact for all project-related activities, issues, and risks. Proactively manage and escalate risks associated with contact center workflows, customer experience impacts, and software platform integrations.
• Collaborate closely with Business Unit Leaders, Customer Support Directors, and Finance to develop ROI, IRR, and other financial measures, ensuring alignment with operational efficiency and software portfolio goals.
• Plan, track, and manage the overall project lifecycle, including roadmap alignment for contact center technology, support process optimization, and software solution enhancements.
• Adhere to established program and project governance standards. Provide input to evolve governance processes to better support complex customer support and software initiatives.
• Manage project budgets and financial performance, ensuring cost-effective delivery across support and software-related efforts.
• Coordinate multiple concurrent projects and manage interdependencies, especially between contact center operations, software feature releases, and customer experience initiatives.
• Manage and allocate resources effectively, including cross‑functional teams supporting customer support workflows, software implementation, and system integration workstreams.
• Proactively analyze operational, financial, and customer support data to recommend improvement opportunities, new projects, and optimization initiatives that enhance efficiency, customer satisfaction, or software support performance.
• Align project deliverables with organizational change management, especially changes impacting contact center agents, support processes, and customer-facing software releases.
• Read and follow the Underwriters Laboratories Code of Conduct, and follow all physical and digital security practices.

• Perform other duties as assigned.

  ADDITIONAL REQUIREMENTS FOR CONTACT CENTER & SOFTWARE SUPPORT

• Strong understanding of contact center operations, including case management workflows, ticketing systems, knowledge bases, telephony/IVR systems, and customer escalation processes.
• Hands-on experience supporting B2B Software products, including working with Product Management, Engineering, and Customer Success.
• Experience delivering projects involving customer support platforms (e.g., Freshdesk, Zendesk, Salesforce Service Cloud, or similar).
• Familiarity with KPIs and business metrics used in customer support environments, including CSAT, ASA, AHT, FCR, backlog management, and customer health.
• Experience with technology integrations for support operations, including CRM, VoIP/telephony, API-based system connections, or workflow automation.

• Demonstrated ability to lead projects that improve support scalability, customer experience, or operational efficiency.

   

       SKILLS

• Excellent project management and team leadership skills.
• Strong written and verbal communication skills, including the ability to simplify technical concepts for both technical and non-technical audiences.
• Experienced in senior stakeholder communication, reporting, and escalation.
• Skilled in facilitation, cross-functional collaboration, negotiation, and presentation.
• Ability to anticipate risks—especially in support operations and software releases—and develop mitigation strategies in real time.
• Experience with customer support Quality Assurance frameworks, QA scoring models, and quality monitoring programs. Able to leverage QA insights to identify process gaps, training needs, and customer experience improvements.
• Analytical mindset with the ability to interpret trends from contact center metrics, QA evaluations, project KPIs, and customer behavior patterns, using insights to proactively recommend improvements and new