Job Summary
Role Summary – Project Manager (Contact Center Vendor Implementation) Purpose The Project Manager is responsible for leading the end-to-end implementation of a new Contact Center Vendor across Husqvarna’s Customer Support operations. The role ensures that the project is delivered on time, within budget, and that the transition from existing vendors is executed smoothly with no negative impact on customers.
Key Responsibilities
Key Responsibilities • Overall project leadership, planning, and execution • Ensure delivery according to timeline, scope, and budget • Lead the transition from existing vendors to the new vendor • Act as primary contact towards the vendor’s Project Manager • Secure implementation of systems, technology, and integrations • Ensure training, processes, and operational readiness • Coordinate stakeholders across Customer Support, IT, markets, and procurement • Identify risks and ensure mitigation actions Accountability The Project Manager is fully accountable from Husqvarna’s side for implementation delivery, coordination across functions, and securing a successful go-live without customer disruption. Success Criteria • Delivery on time and within budget • Seamless transition with no customer impact • Fully operational vendor setup at go-live • Strong alignment between Husqvarna and vendor throughout the project
Skill Requirements
5-10 years experience in Vendor management & transition leadership in contact center and customer support domain is a must for this assignment • Project leadership & execution management in contact center and customer support domain • Planning, prioritization & delivery discipline • Vendor management & transition leadership in contact center and customer support domain • Stakeholder management & cross-functional coordination • Strong communication & influencing skills • Systems & understanding • Change management & training enablement • Operational readiness & process design • Risk management & problem-solving • Analytical & structured thinking