RingCentral (a global leader in cloud communications, UCaaS, and Contact Center) is hiring a Senior Project Manager for the Critical Accounts Program Team. This leader is responsible for delivering a world-class problem resolution and communication experience for strategic enterprise customers, restoring confidence and ensuring rapid, coordinated resolution.

• Location: Remote Utah (US-Remote)
• Experience: 10+ years developing relationships with strategic large enterprise customers; 5+ years in the data networking/telecommunications service provider or SaaS industry.
• Certifications Preferred: Formal project management certifications such as PMI, PRINCE, and ITIL.
• Focus: Crisis management (Command Control), Root Cause Analysis (RCA), critical account “get-well” plans, and serving as the central communication hub during outages.

Key Responsibilities: Crisis Leadership and Customer Advocacy

The Senior PM operates as an incident commander and customer advocate, focused exclusively on the company’s most important customer accounts.

• Crisis & Incident Management: Manage active incidents until resolution, coordinating communication and actions between SRE NOC, Support, and Customer Success.
• Command Control: Manage and Exercise Command Control over large, complex programs involving the resolution of numerous concurrent customer experience issues.
• Customer Liaison: Help customers navigate RingCentral by serving as the central point of communication to restore confidence. Champion the service experience by providing “get-well plan” coordination and oversight.
• Program Execution: Develop and Execute Program Plans, including comprehensive planning, phasing, and strategic execution.
• Post-Resolution: Complete and deliver Root Cause Analysis (RCA) documentation promptly to enable incremental change within the business.
• Communication Hub: Serve as the Communication Hub, facilitating internal/external calls and managing all formal customer communications related to the program.

Required Qualifications: Enterprise Experience and Formal Methods

Success requires a blend of deep industry knowledge, senior leadership ability, and formal project discipline.

• Industry Expertise: Minimum 10+ years of experience with strategic large enterprise customers; 5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company.
• Program Management: Proven track record of success with creating cross-functional alignment and driving projects to completion.
• Technical Domain: Experience with Contact Center or SaaS.
• PM Certifications (Preferred): Formal project management certifications such as PMI, PRINCE, and ITIL are preferred.
• Skills: Proven ability to communicate at all levels with excellence. Self-motivated, detail-oriented, and results-oriented.