UL Solutions · 23 hours ago
Senior Project Manager - Customer Support
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$88K/yr - $110K/yr
6+ years expUL Solutions is a global leader in applied safety science, transforming safety, security, and sustainability challenges into opportunities for customers. The Senior Project Manager will independently plan and execute significant projects that support Customer Support operations and B2B Software solutions, ensuring alignment with business objectives.
AdviceAnalyticsEducationPublic Safety
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
Qualification
Required
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
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
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
Bachelor's degree in computer science, information technology, business, related field, or equivalent
Preferred
PMP, Prince2, Agile, or similar certification preferred
Benefits
Annual bonus compensation with a target payout of 10% of the base salary
Health benefits such as medical, dental and vision
Wellness benefits such as mental and financial health
Retirement savings (401K)
Paid time off including vacation (15 days)
Holiday including floating holidays (12 days)
Sick time off (72 hours)
Company
UL Solutions
UL Solutions is a safety science company that promotes safety science through research and investigation.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.25B2025-12-03Post Ipo Secondary· $975M
2025-10-28Post Ipo Debt· $1B
2024-09-05Post Ipo Secondary· $980M
Leadership Team
Jennifer Scanlon
President & CEO
Scott. D'Angelo
Executive Vice President, Chief Legal Officer and Corporate Secretary
Recent News
2026-01-11
Company data provided by crunchbase