Project Manager in Customer Service - Remote

Overview

We are looking for a Project Manager (PM) in Customer Service, responsible for the planning, execution, and monitoring of strategic projects within the department, ensuring their efficient implementation and alignment with business objectives.

The mission of this role is to improve operational efficiency, optimize processes, and ensure the successful implementation of new technologies and strategies to enhance the customer experience.

In Short

• Plan, coordinate, and execute strategic projects in operations, automation, and digital transformation.
• Ensure the proper definition of scope, objectives, timelines, costs, and resources for each project.
• Lead the implementation of process improvements, digital tools, and customer service systems.
• Manage cross-functional teams, ensuring smooth and effective communication among stakeholders.
• Identify areas for operational improvement in Customer Service and propose effective solutions.
• Implement Lean, Six Sigma, and Agile methodologies to reduce operational time and costs.
• Analyze project ROI before implementation and assess its business impact including BI tools.
• Define and monitor key performance indicators (SLAs, CSAT, NPS, AHT, FCR).
• Ensure the successful adoption of new technologies and processes within the Customer Service team.
• Act as the point of contact between Customer Service and BI, IT, Product, and Development teams.

Requirements

• Experience in project management, preferably in customer service.
• Strong knowledge of Lean, Six Sigma, and Agile methodologies.
• Proficiency in data analysis and KPI monitoring.
• Experience with tools such as Power BI, Tableau, SQL, and Advanced Excel.
• Excellent communication and leadership skills.
• Ability to manage cross-functional teams effectively.
• Strong problem-solving skills and ability to propose solutions.

Benefits

• Opportunity to work on innovative projects.
• Flexible work environment.
• Professional development opportunities.
• Collaborative team culture.