Senior Project Manager

Opportunity We currently have a full‑time 24‑month contract opportunity for a Senior Project Manager to join our team. Imagine leading a transformation that touches every customer interaction at one of Tasmania's most trusted organisations. We're not just upgrading technology – we're revolutionising how we serve our members. This is your chance to lead RACT migrating our entire contact centre ecosystem to a cutting‑edge cloud platform powered by AI, automation, and intelligent analytics. You'll replace ageing infrastructure with a platform that empowers over 100 staff with the tools they need to deliver exceptional member experiences across every channel – voice, chat, email, and beyond. This isn't a typical IT project. It's a transformation that will reshape member experiences, unlock workforce potential, and position RACT as a digital leader in customer service excellence. What You'll Deliver You'll orchestrate the implementation of game‑changing capabilities: AI‑powered routing that connects members to the right person instantly, intelligent workforce planning that optimises every shift, real‑time quality monitoring that elevates service standards, and omnichannel experiences that flow seamlessly between voice, digital, and messaging. Working with vendor partners and cross‑functional teams, you'll manage multiple concurrent delivery streams while keeping 100+ operational staff engaged, trained, and ready. You'll navigate complex integrations, manage significant budgets, and deliver measurable impact: faster first‑call resolution, reduced handling times, and dramatically improved member satisfaction. What You'll Bring You're a seasoned Project Manager with more than 7 years delivering complex technology transformations. You've led major system implementations in customer‑facing environments and understand what it takes to migrate live operations without missing a beat. You speak both business and technology fluently – translating technical complexity into outcomes that matter. You've managed substantial budgets, held vendors accountable to SLAs, and built trust with everyone from frontline staff to C‑suite executives. You're certified in project management (Agile, PRINCE2, or PMP), comfortable with ambiguity, and energised by the challenge of delivering real business value through technology. Highly Valued Contact centre platform experience (Genesys Cloud, Amazon Connect, NICE CXone, or similar) Experience in financial services, insurance, or regulated industries CRM integration expertise Knowledge of AI/automation Change management certification Based in (or willing to relocate to) Hobart. Here’s why you’ll love being part of our team Staff discounts : Enjoy significant discounts on RACT home and car insurance, and free Ultimate Roadside Assistance. Wellbeing leave : Three days per year to use however you wish. Superannuation contribution matching : We'll match your contributions up to 2%. Flexible work : Balance life and work your way. By joining RACT you'll be a part of an inclusive culture that celebrates diversity – every individual is valued and respected. We invite people from all backgrounds to apply. Ready to join the RACT family? Reach out to our People and Culture Team on if you have any questions about this role or working with RACT. Application Process Submit your application via SEEK with your resume and a cover letter addressing: Your experience leading major technology implementations in customer‑facing environments. How you've managed vendor partnerships in complex projects. An example of navigating competing priorities to deliver results. Why this transformation excites you. Company Overview The Royal Automobile Club of Tasmania (RACT) was established in 1923 to represent the interests of Tasmanian motorists. Today, as the State’s peak motoring organisation, RACT provides a wide range of motoring services, insurance, tourism and travel products as well as exclusive member benefits. With a vision to enhance life in Tasmania, RACT plays a significant role within the Tasmanian community. #J-18808-Ljbffr