Project Manager - Customer Case Management

We are seeking an experienced

Project Manager to lead the enterprise discovery and initial delivery (Tranche 1) of a Salesforce-based Customer Case Management program within a large, complex organisation.

This role is pivotal in establishing an enterprise-wide case management framework, driving alignment across multiple business areas and setting the foundation for future delivery phases.

Key Responsibilities Enterprise Discovery & Mobilisation

• Lead a timeboxed discovery phase to baseline case management requirements across business units
• Establish enterprise standards, guardrails, and delivery frameworks
• Coordinate inputs across multiple domains (complaints, disputes, investigations, etc.)

Program & Delivery Management

• Plan and deliver Tranche 1 in line with agreed scope and sequencing
• Develop and manage integrated delivery plans, schedules, and milestones
• Coordinate cross-functional teams across business, Salesforce, and vendors

Stakeholder Engagement

• Engage senior stakeholders and facilitate governance forums
• Drive alignment across business and technology teams
• Foster a collaborative, enterprise-wide delivery approach

Salesforce Delivery Oversight

• Oversee delivery of Salesforce-based case management capabilities
• Ensure alignment with platform standards, architecture, and integrations
• Support backlog prioritisation and delivery outcomes

Governance, Risk & Dependencies

• Establish governance frameworks and reporting structures
• Manage risks, issues, assumptions, and dependencies
• Coordinate interdependencies across related initiatives

Change & Transition

• Support business readiness, adoption, and transition planning
• Align delivery with operating model changes where required
• Prepare for transition into future tranches

Key Requirements

• Proven experience delivering Salesforce / CRM projects
• Experience managing complex, enterprise-wide initiatives
• Strong stakeholder engagement and facilitation skills
• Solid governance, risk, and dependency management experience
• Experience working in Agile or hybrid environments

Desirable

• Case management or regulatory system experience
• Government or regulated environment experience
• Enterprise discovery or transformation program experience
• Salesforce Service Cloud knowledge

Engagement Details

• Start: Immediate
• Duration: Contract through to June 2027
• Location: Brisbane (Hybrid - approx. 3 days in office)

Interested Candidates please click below on apply or reach out me for the confidential discussion at ***email_hidden***