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’s self-serve portfolio – spanning product, voice, web and portal channels – setting the CSG 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 in Round Rock, Texas. What you’ll achieve: As a Senior Consultant, you will set the strategic direction for CSG’s self-serve portfolio, own the CSG 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 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 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