Senior Consultant, Project Program Management

Senior Consultant, Project Program Management

Digital 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 & ISG's self-serve portfolio – spanning product, voice, web and portal channels – setting the CSG & ISG Annual Operating Plan and driving Services Modernization, while directing the Consultant-level program managers executing across each channel.

Join us as a Senior Consultant on our Project/Program Management team to do the best work of your career and make a profound social impact onsite in Round Rock, Texas or Hopkinton, Massachusetts.

What you’ll achieve

As a Senior Consultant, you will set the strategic direction for CSG & ISG's self-serve portfolio, own the CSG & ISG 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 & ISG 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 & ISG 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.

Compensation

Dell 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 Technologies

Your 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

Who We Are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us. Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy.

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