Project Manager

Requirements

• ● Lead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scope.
• ● Develop and maintain the project operational plan and monitor execution progress.
• ● Oversee Customer Service teams and Customer Service Supervisors.
• ● Ensure smooth day-to-day operations and high-quality service delivery.
• ● Define and monitor Key Performance Indicators (KPIs) and operational targets.
• ● Ensure compliance with all applicable policies, procedures, and government entity requirements.
• ● Monitor service quality and handle escalations and operational issues.
• ● Act as the main point of contact with the government entity and key stakeholders.
• ● Prepare and submit regular operational and performance reports to senior management.
• ● Identify operational risks and implement mitigation and improvement plans.
• ● Lead training and development initiatives for project teams.
• ● Ensure adherence to Service Level Agreements (SLAs).
• ● Manage resource allocation and operational scheduling.
• ● Recommend and implement process improvement initiatives.
• ● Oversee the use of operational systems and customer management platforms.
• ● Bachelor’s degree in Business Administration, Management, or a related field.
• ● Proven experience in project management or operations management.
• ● Experience supervising Customer Service functions.
• ● Strong project management and planning skills.
• ● Leadership and team management capabilities.
• ● Performance monitoring and analytical skills.
• ● Excellent communication and professional reporting skills.
• ● Problem-solving and decision-making ability.
• ● Ability to work under pressure and manage priorities.
• ● Continuous improvement mindset.
• ● Proficiency in operational and customer management systems.
• ● Stakeholder management and presentation skills.

Qualifications:

• ● PMP certification or equivalent is preferred.
• ● Prior experience working on government-related projects is a plus.

Skills & Competencies:

Preferred Qualifications

• ● PMP certification or equivalent is preferred.
• ● Prior experience working on government-related projects is a plus.