Senior Project Director – Customer Service Center Operations

WSP is currently initiating a search for a Senior Project Director – Customer Service Center Operations!

This position will sit out of our Concord, CA office

JOB SUMMARY

The Project Director provides overall leadership for the delivery of customer service center (CSC) projects and may serve as the day-to-day lead for CSC operations matters when assigned. This role coordinates program, technical, vendor, subcontractor, finance, and client stakeholders to deliver CSC solutions that meet contract requirements, schedule commitments, budget expectations, operating needs, documentation standards, and quality objectives.

DUTIES AND RESPONSIBILITIES include some or all of the following. Management may assign other duties as needed.

• Serve as the senior delivery lead and primary escalation point for CSC project delivery and, when assigned, day-to-day CSC operations matters

• Develop, validate, and execute project plans covering schedule, resources, budget, staffing, operating requirements, reporting, documentation, technical delivery, subcontractors, and vendors

• Manage requirements, risks, issues, dependencies, scope, contract time requirements, and acceptance criteria to support financial performance and client satisfaction

• Manage vendors, suppliers, and subcontractors through structured governance, including scope alignment, milestone tracking, dependency management, performance monitoring, issue escalation, corrective action follow-up, deliverable review, and acceptance readiness

• Lead program managers, technical managers, project teams, subcontractors, and vendors to align delivery activities with project goals, responsibilities, and client commitments

• Maintain accountability for on-time delivery by monitoring schedules, identifying milestone risks, coordinating recovery actions, and ensuring delivery teams meet commitments

• Ensure project deliverables, documentation, client submissions, and quality control activities are complete, accurate, and aligned with requirements to support timely client review and acceptance

• Administer change control processes and registries for system, operational, scope, and contract changes, including submission, review, impact analysis, approval, and release tracking

• Manage client-driven scope changes, enhancements, and internal contract changes affecting schedule, cost, margin, staffing, work plans, documentation, operating requirements, or delivery obligations

• Review project and operations costs, including accruals, vendor/subcontractor cost drivers, budget performance, booking impacts, and margin impacts, at least monthly in coordination with Project Coordinators and Finance

• Validate and update contract scope, schedule assumptions, staffing requirements, reporting obligations, operating requirements, and contract time requirements throughout the project lifecycle

• Provide executive-level status reporting on milestones, deliverables, dependencies, vendor/subcontractor performance, risks, issues, and acceptance readiness

• Manage recurring client and internal governance meetings, including agendas, presentations, materials, action items, decisions, and meeting minutes

• Ensure project teams, CSC operations teams, subcontractors, and vendors adhere to contract requirements for operating procedures, staffing, service levels, reporting, documentation, quality control, and performance management

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Strong client relationship management and executive communication skills

• Experience managing project and operations costs, including accruals, cost controls, vendor/subcontractor cost drivers, and margin goals

• Experience identifying, assessing, and mitigating project risks

• Experience managing contracts, claims, change requests, client-directed changes, and internal contract changes affecting cost, margin, scope, schedule, or delivery obligations

• Experience administering change control registries, performing impact analysis, coordinating stakeholders, tracking approvals, and supporting release readiness

• Strong written and verbal communication and presentation skills
• Strong attention to detail and organization skills

• Demonstrated ability to lead program managers, technical managers, subcontractors, and vendors in the delivery of complex CSC technical and operational solutions

• Strong vendor and subcontractor management experience, including onboarding, scope alignment, governance routines, milestone tracking, dependency management, performance monitoring, issue escalation, corrective action follow-up, invoice review support, and deliverable accountability

• Experience managing documentation quality, requirement traceability, quality control, and client acceptance processes for complex CSC deliverables

• Experience overseeing CSC operating readiness, including staffing alignment, service level preparation, reporting obligations, quality control, and operational issue resolution when assigned CSC PM responsibilities

• Strong working knowledge of project controls and reporting tools, including Microsoft Excel, Microsoft Word, change logs, risk and issue registers, action item trackers, and financial tracking tools

• Available to travel estimated at 10% annually

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
• Must be able to lift, carry, walk, and stand
• Vision for reading, recording, and interpreting information
• Frequent speech communication, hearing and listening to maintain communication
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to access, input, and retrieve information from the computer
• Frequent hand/eye coordination to operate computer keyboard and office equipment

SUPERVISORY RESPONSIBILITIES 

• This position is responsible for the direction, coordination, and evaluation of project delivery teams and, when assigned, CSC operations delivery teams. This may include program managers, technical managers, subcontractors, vendors, project coordinators, and assigned project personnel. The role carries out supervisory and delivery oversight responsibilities in accordance with organizational policies, contract requirements, and applicable laws.

EDUCATION AND/OR EXPERIENCE

Should meet or exceed the following:

• 15+ years of relevant experience 
• Bachelor’s degree in Business, Engineering, or related field

• Five (5) years’ experience in the toll industry or other related customer service center operations environment

• Served as Project Director, Program Manager, Project Manager, or senior delivery lead for at least one tolling CSC project, CSC operations contract, or comparable customer service operations implementation

• Served as Project Director, Program Manager, or senior delivery lead for at least one project of $10 million or more annually

• Project management certification such as PMP desired

WSP Benefits:

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation:

Expected Salary: $200,000 - $325,000

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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