Senior Project Manager - Customer Support

JOB DESCRIPTION
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.
RESPONSIBILITIES

• 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.

QUALIFICATIONS
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 initiatives.
• Adaptable team player comfortable working under pressure, with ambiguity, and in fast-changing business environments.
• Understanding of IT and software development lifecycles (Agile, SCRUM, Waterfall, Iterative) and how they intersect with customer support operations.
• Deep understanding of core project management concepts.
  EXPERIENCE
• More than six years of project management experience.
• Experience working with project and portfolio management tools (Visio, MS Project, Clarity, etc.).
• Experience working in or supporting customer support environments, including exposure to QA programs, call/ticket reviews, quality scoring, or customer interaction evaluation processes.
• Experience supporting or delivering projects in B2B Software environments.
• Experience in B2B Software environments, preferably with enterprise or technical product lines.
• Experience delivering cross-functional projects involving technology, operations, and customer-facing teams.
  EDUCATION
• Bachelor's degree in computer science, information technology, business, related field, or equivalent.
• PMP, Prince2, Agile, or similar certification preferred.

What you'll experience working for ULS
UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.
That's where you come in - because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.
This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today - and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.
Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.
Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future - one where everyone benefits.
Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com
Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $88,000 to $110,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
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ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.