Workforce Engagement Management (WEM) Project Manager

Five9 is seeking an additional member of the Professional Services team to support Workforce Engagement Management (WEM) project delivery and operational excellence initiatives. This role is ideal for a highly organized, self-driven professional who thrives in both project execution and process optimization environments.

The ideal candidate is passionate about customer experience, process improvement, operational efficiency, and cross-functional collaboration. This individual will not only manage and support customer-facing projects, but will also play a key role in improving internal delivery operations, forecasting accuracy, documentation standards, resource coordination, reporting visibility, and project execution consistency across the WEM organization.

This role blends traditional project management responsibilities with operational analysis and strategic process improvement initiatives to help accelerate delivery timelines, improve forecasting reliability, enhance customer experience, and drive scalable operational practices.

As a member of the WEM Professional Services organization, you will support both customer project execution and internal operational excellence initiatives, including:

• Coordinate and manage WEM implementation projects from initiation through completion.
• Partner with customers, consultants, trainers, and internal stakeholders to ensure projects remain on track, within scope, and aligned to customer expectations.
• Manage timelines, milestones, dependencies, risks, and action items throughout the project lifecycle.
• Facilitate effective communication between cross-functional teams and customers.
• Support customer escalations and help drive timely resolution paths.
• Ensure smooth project handoff processes between Sales, Project Management, Consulting, Training, and Support teams.
• Maintain project documentation, status updates, and delivery tracking within PSA, Monday.com, and other internal systems.

• Drive continuous improvement initiatives focused on delivery efficiency, forecasting accuracy, documentation quality, and operational consistency.
• Identify opportunities to improve resource allocation visibility, project tracking, utilization reporting, and delivery workflows.
• Assist with operational reporting, forecasting analysis, and delivery metrics tracking.
• Support the development and maintenance of scalable operational processes, templates, and best practices.
• Partner with leadership to improve forecasting discipline, delivery governance, and project execution standards.
• Analyze trends, operational gaps, and recurring challenges to recommend process improvements and scalable solutions.
• Help improve training audit processes, documentation standards, and internal operational readiness.
• Contribute to strategic initiatives focused on accelerating implementations and improving customer experience outcomes.
• Support story-driven and customer-centric delivery approaches across consulting services.

• 2+ years of experience in project coordination, project management, operations analysis, process improvement, or related roles.
• Strong organizational, analytical, and problem-solving skills.
• Excellent written, verbal, and presentation communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail with a focus on execution accuracy and operational consistency.
• Experience improving processes, workflows, or operational efficiencies.
• Ability to work independently while collaborating effectively across teams.
• Strong customer-facing communication and relationship management skills.
• Comfortable learning new technologies and communicating concepts at a high level.
• Prior contact center, WEM, or Professional Services experience preferred.

• PMP, PRINCE2, Agile, or similar project management certification preferred.
• Experience with operational reporting, forecasting, or resource planning.
• Familiarity with PSA platforms, Monday.com, Looker, Salesforce, or related project tracking/reporting tools.
• Experience supporting process governance, documentation management, or delivery operations.
• Experience working within SaaS, Contact Center, or Professional Services environments.

• Strong interpersonal and collaboration skills.
• Ability to influence process improvements and drive accountability across teams.
• Strategic and operational mindset with a passion for continuous improvement.
• Strong multitasking and prioritization skills.
• Customer-focused with a proactive and solution-oriented approach.
• Positive, professional attitude with strong ownership mentality.