Customer Service Project Manager

ABOUT US

At Leadtech, we’ve been redefining digital businesses since 2009, creating innovative online solutions that reach millions of users every month. With a diverse team of over 700 members from 23+ nationalities, we’re united by a passion for creativity and collaboration. 

We specialize in delivering user-centric experiences across web and mobile platforms, where people can connect with our products like never before.

We’re proud of our global reach and committed to fostering an inclusive workplace where every individual contributes to our shared vision of bringing cutting-edge projects to life. Learn more about our journey and mission on our  page!

ABOUT THE ROLE

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.

This role is not an Individual Contributor position. The Project Manager CS will act as a people leader, responsible for leading, coaching, and developing a team of project professionals, ensuring alignment, accountability, and high performance across initiatives

Main Responsibilities:

Comprehensive Project Management in Customer Service

• Team Leadership & People Management
• 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.

Process Optimization & Digitalization

• 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.
• Coordinate with WFM, IT, and CX teams to enhance process automation.
• Monitor the impact of initiatives on customer experience and operational efficiency.

Cost Control & Impact Evaluation

• Analyze project ROI before implementation and assess its business impact including BI tools.
• Manage project budgets, ensuring their feasibility and profitability.
• Identify cost-reduction opportunities without compromising service quality.

Data Analysis & KPI-Based Decision Making

• Define and monitor key performance indicators (SLAs, CSAT, NPS, AHT, FCR).
• Present reports and data analysis on project impact within operations.
• Utilize tools such as Power BI, Tableau, SQL, and Advanced Excel to evaluate trends and projections.

Change Management & Training

• Ensure the successful adoption of new technologies and processes within the Customer Service team.
• Design communication and training strategies to guarantee successful implementations.
• Manage change resistance and ensure a smooth transition for teams.

Interdepartmental Collaboration

• Act as the point of contact between Customer Service and BI, IT, Product, and Development teams to prioritize and execute technical improvements.
• Translate operational requirements into clear technical specifications.

Requirements

Education & Experience:

• Degree in Business Administration, Engineering, Technology, Economics, or related fields.
• Desirable certifications: PMP, PRINCE2, Agile, Scrum, or Lean Six Sigma.
• 3+ years of experience in project management within Customer Service, Operations, or Technology.
• Experience in automation, digital transformation, and process optimization projects.
• Knowledge of CRM tools (Salesforce, Zendesk, ServiceNow) and ticketing systems.
• Experience with Agile, Scrum, Kanban, and Waterfall methodologies.
• Data analysis skills using Advanced Excel, SQL, Power BI, QS, or Tableau.

Skills:

• Experience and willingness to explore, investigate AI technologies to identify opportunities for enhancing efficiency within the Customer Service team.
• Project management and Agile methodologies.
• Strong analytical skills and data-driven decision-making.
• Knowledge of Lean, Six Sigma, BPM, and process improvement.
• Excellent communication and team leadership skills.

Benefits

Growth and career development

• At Leadtech, we prioritize your growth. Enjoy a flexible care