Project Manager

Job Title: Project Manager Customer Service Transformation

Role Overview: We are seeking a Project Manager with a strong IT background to support our Customer Service Transformation Program. The ideal candidate will play a pivotal role in ensuring that business initiatives and technology solutions are fully aligned. This role requires expertise in project management, IT systems, architecture, and project execution, while maintaining a strong business and customer experience focus. You will act as a liaison between customer service and IT teams, ensuring that technology-driven initiatives (including automation, AI, and analytics) are clearly defined and executed effectively.

Key Responsibilities:

1. Business & IT Alignment: Act as a bridge between customer service and IT, ensuring that transformation goals are supported by the right technology solutions. Translate customer service transformation needs into structured IT requirements. Partner with IT teams to validate the technical feasibility and scalability of solutions. Facilitate discussions to ensure clear documentation of system requirements, change requests, workflows, and integrations.
2. Project Management: Oversee IT-related initiatives within the customer service transformation program, ensuring alignment with the overall roadmap. Track project progress, risks, and interdependencies with other technology projects. Identify and manage IT-related risks, challenges, and dependencies that may impact the program. Provide executive-level reporting on the status of IT-driven transformation initiatives.

Role Objectives:

1. Ensure seamless translation of business needs into IT requirements and alignment with the IT roadmap.
2. Oversee the execution of IT-related transformation initiatives to ensure they are delivered on time, within scope, and have a measurable impact.
3. Ensure the effective integration of new IT solutions into business processes to improve customer experience and operational efficiency.

Experience & Qualifications:

1. 8+ years of experience in project management with a strong IT background.
2. Proven experience managing technology-driven business transformation initiatives.
3. Solid understanding of IT systems, digital transformation, and AI-driven analytics.
4. Experience with business process automation, AI in customer service, and analytics tools.
5. Ability to translate business needs into technical requirements and ensure alignment with IT roadmaps.
6. Experience with IT project risks, dependencies, and governance frameworks.
7. Hands-on experience in managing end-to-end project lifecycles, including requirement gathering, system integration, testing, and deployment.
8. Proficiency in project management tools (e.g., JIRA, Confluence, Microsoft Project).

Education:

1. Bachelor's or Master's degree in Computer Science, Information Technology, Business, or a related field.
2. PMP, PRINCE2, SAFe, or Agile certifications (preferred but not mandatory).

Company Industry:

• Consulting
• Management Consulting
• Advisory Services

Department / Functional Area:

• IT Software

Keywords:

• Project Manager