CX Project Manager

Role overview

Responsibilities

• Develop project plans covering scope, timelines, milestones, deliverables, and resource requirements; allocate resources effectively.
• Assess risks and implement mitigation strategies; deliver projects within approved timelines, budgets, scope, and quality standards.
• Record progress, decisions, risks, issues, and challenges in the project management system.
• Prepare status reports, dashboards, and escalation logs; oversee documentation standards and timely deliverables, including Certificates of Completion (CoC).
• Serve as primary stakeholder contact, address concerns, and align project goals with expectations.
• Organize and lead kick-off meetings, status updates, and post-project reviews.
• Mentor project team members, monitor productivity and resource use, and identify training and performance improvement opportunities.
• Publish leadership reports and dashboards on time; lead special projects or tasks assigned by management.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, Project Management, or a related field.
• At least 3 years of project management experience; experience in CX services is preferred.
• Strong knowledge of CX services and project delivery methodologies; proficiency with project management tools and reporting systems.
• Knowledge of project planning, execution, risk management, documentation, and stakeholder communication.
• Leadership, team management, communication, stakeholder management, analytical, problem-solving, follow-up, and reporting skills.
• Ability to coordinate with clients, vendors, suppliers, and internal teams.

Preferred qualifications

• Cross-functional team management experience is preferred; large-scale project experience is an advantage.
• PMP or PRINCE2 certification is preferred.
• Service delivery, CX operations, or technology-related project experience is an advantage; project governance, CoC process, and performance reporting experience is preferred.