Director of Implementation and Project Management

Afni is hiring a Director of Implementation & Project Management who is responsible for the oversight of a team of Project Managers who are responsible for various large-scale system / business projects of a highly complex nature. The incumbent will manage Afni client relationships and interact with both Afni and client Executives on a regular basis to plan, budget, execute, and finalize projects that will enable the business unit to meet and exceed current and future strategic initiatives.

What you will be doing:

  • Lead Project Managers and corresponding client and Afni resources to deliver objectives on multiple projects of a highly complex nature. Manage Afni client relationships and interact with both Afni and client Executives on a regular basis to successfully plan, budget, execute, and finalize projects from beginning to end.
  • Ensure resources, scope, time and quality are managed in alignment with the external project environment (inside and outside of the company) for all projects.
  • Develop and enhance Afni's client relationships (internal and external) by communicating effectively, anticipating needs and understanding the client's business, organization and objectives
  • Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
  • Develop and deliver progress reports, proposals, requirements documentation, and presentations to ensure management of costs and risks is being met.
  • Perform high-level analysis and/or quality assurance for all projects and those subject to Project Management oversight. Conduct project post-mortems and create a recommendations report in order to identify successful and unsuccessful project elements.
  • Coach, mentor and motivate Project Managers and Afni personnel in project management roles.
  • Develop best practices and tools for project execution and management.


What you will need:

  • Bachelor's degree and 8+ years of relevant experience required.
  • Demonstrated expertise with Microsoft 365 Suite, and Project Management software, such as MS Project, GuideCX, or Teamwork.
  • Previous supervisory experience and the ability to coach and develop team members effectively are required.
  • Solid client relations experience is required.
  • Exemplary presentations skills are required.
  • General knowledge of all aspects of call center operations, including staffing, training, and performance management is required.
  • Knowledge of call center technology topics is strongly preferred.
  • Project Management certification is strongly preferred.
  • Previous experience in formal education/training in management topics is strongly preferred.
  • Knowledge of Afni business units and processes is strongly preferred.
  • Proven skillset in examining and re-engineering standard operating procedures, formulating policy and developing and implementing new strategies and procedures is strongly preferred.
  • Demonstrated strong written, verbal, organizational and communication skills.
  • Demonstrated ability to interact with all levels of the organization.
  • Demonstrated reasoning and problem solving abilities.
  • Demonstrated ability to build and maintain relationships.
  • Demonstrated ability to deal with issues of a sensitive nature.
  • Exceptional interpersonal skills (negotiation, team-building, positive thinking, can-do attitude, and job flexibility).

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Bloomington-Normal Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bloomington-Normal community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Bloomington-Normal, we regularly support the United Way, Big Brothers and Big Sisters, St. Jude Children's Research Hospital, Easter Seals, American Heart Association, CISAR Animal Shelter, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus