The Principal Program Manager serves as the transformation delivery leader for the Contact Center Technology Services organization, owning program execution for the enterprise transformation initiative and contact center acceleration workstreams. This role drives cross-functional coordination across engineering, service management, solution architecture, and business unit partners to deliver platform migration from legacy to strategic cloud-based platforms, business unit onboarding, and automation enablement on a compressed transformation timeline. The Principal Program Manager owns milestone tracking, dependency management, and executive reporting for the most strategically visible programs in the portfolio. 

 Operating at the intersection of transformation execution and steady-state service strategy, this role ensures that the transformation workstream delivery aligns with the long-term service operating model. The Principal Program Manager establishes program governance frameworks, manages transition planning for completed workstreams, and leverages AI-enabled tools to enhance forecasting, risk management, and decision-making velocity. This position requires executive presence, the ability to influence across matrixed organizations, and deep expertise in managing complex, multi-year technology programs with enterprise-wide impact. 

• Lead end-to-end program execution for the enterprise transformation initiative and contact center acceleration workstreams, ensuring on-time, on-budget delivery of transformation milestones 

• Own cross-functional delivery coordination across engineering, service management, solution architecture, and business unit partners for transformation workstreams 

• Drive executive reporting on transformation program status, risks, dependencies, and value realization to CIO and SVP-level stakeholders 

• Manage the transformation portfolio roadmap, ensuring alignment between workstream delivery and the long-term service operating model 

• Coordinate platform migration execution from legacy systems to strategic cloud-based platforms, including business unit onboarding sequences and automation enablement 

• Partner with transformation program leadership on resource sharing, capacity allocation, and workstream prioritization across the transformation portfolio 

• Establish and enforce program governance frameworks for transformation delivery, including stage gates, decision rights, and escalation protocols 

• Define and manage operational transition planning, ensuring clean handoff of completed transformation workstreams to steady-state service operations 

• Leverage AI-enabled tools for predictive risk analysis, milestone forecasting, dependency mapping, and automated executive reporting to accelerate transformation delivery 

• Coordinate with third-party delivery partners and system integrators, managing vendor delivery quality and integration with internal program execution 

•  Expertise in enterprise-level program management with deep experience leading large-scale IT transformation and platform migration initiatives 

• Advanced proficiency in transformation program governance, stage-gate methodologies, and cross-functional delivery coordination 

• Strong capability in stakeholder management at CIO/SVP level, including executive reporting, risk communication, and investment decision support 

• Lead risk mitigation, issue management, and governance with focus on value realization.

• Exceptional strategic thinking and problem-solving skills with ability to manage complex interdependencies across multiple concurrent workstreams 

• Clear written and verbal communication tailored to executive leadership, governance forums, and cross-functional program reviews 

• Demonstrated ability to lead in matrixed environments, influencing without authority across engineering, service management, and business unit teams 

• Experience managing program budgets, financial tracking, and investment decision frameworks for transformation programs 

• Experience coordinating with third-party delivery partners and system integrators within enterprise transformation contexts  

• Knowledge of contact center technologies (CCaaS platforms, conversational AI, workforce management) or enterprise technology platform migrations 

• Applied AI fluency - demonstrated use of AI assistants (Claude, Copilot, ChatGPT) and intelligent automation to accelerate program delivery, enhance forecasting, and drive decision-making velocity 

• Proven track record of delivering large-scale, multi-year technology programs in regulated environments with cross-functional dependencies. 

• PMP, PgMP, or SAFe certifications preferred. Experience in healthcare technology is a plus. 

Candidate must be authorized to work in the Canada Office , now or in the future, without the support from McKesson.