Project Manager - Customer Case Management

• 12 months contract
• $1000-$1200$ per day inclusive of super
• Brisbane CBD, hybrid, 3 days per week onsite

We are seeking an experienced Project Manager to lead the enterprise discovery phase and initial delivery of a major, multi-domain Case Management transformation.

In this role, you will drive an enterprise-wide approach to customer case management, consolidating multiple distinct initiatives into a coordinated, scalable delivery model. Utilising Salesforce as the strategic platform, you will work collaboratively across business and technology teams to establish shared organisational standards, guardrails, and sequencing before scaled delivery begins.

Key Responsibilities

As the Delivery Lead for this foundational program, your day-to-day will involve:

• Lead a timeboxed discovery phase to baseline case management requirements across multiple business areas such as complaints and disputes.
• Plan and deliver the foundational workstream in alignment with agreed scope, developing integrated delivery plans, schedules, and milestones.
• Oversee the delivery of Salesforce-based capabilities, ensuring strict alignment with platform standards, architecture, and integration patterns.
• Engage with senior stakeholders and business units to align scope and priorities, while facilitating governance forums to support enterprise-wide decision-making.
• Establish robust project governance, actively managing risks, assumptions, issues, and complex interdependencies across related initiatives.
• Support change readiness, business adoption, and the planning required to transition smoothly from discovery into scaled delivery.

Required Experience & Capabilities

• Demonstrated success delivering CRM or Salesforce-based implementation projects.
• Extensive experience managing complex, cross-functional, or enterprise-wide initiatives.
• Strong governance, risk management, and dependency tracking skills within complex operating models.
• Experience working successfully in Agile or hybrid delivery environments.
• Exceptional stakeholder engagement and facilitation capabilities, with the ability to build partnerships across business and tech teams.

Desirable Criteria

• Experience delivering case management or regulatory systems.
• Previous experience within government, public sector, or highly regulated environments.
• Experience leading enterprise discovery phases or operating model alignment initiatives.
• Familiarity with Salesforce Service Cloud or Experience Cloud.

APPLY NOW!

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact the Recruitment Consultan t