Furlenco - CX Project Manager

The Role:

- We are looking for a highly organized, detail-oriented, and dynamic Project Manager to lead and drive all CX-related initiatives.

- This individual will serve as the critical nexus between the Customer Experience team and the Technology, Product, Finance, and Operations functions.

- The primary goal is to ensure that all projects aimed at improving customer satisfaction, efficiency, and metrics are delivered on time, within scope, and meet business objectives.

Key Responsibilities:

Project Management & Execution

- End-to-End Project Ownership: Define, plan, execute, and finalize projects according to strict deadlines and within budget, ensuring alignment with overall CX strategy.

- Cross-Functional Leadership: Be the primary point-of-contact for all CX projects involving the Tech and Product teams. Drive collaboration and communication to ensure shared understanding and accountability.

- Documentation & Requirements: Own the creation and management of detailed Business Requirements Documents (BRDs) for all new CX tools, platform enhancements, and operational process improvements.

- Process Implementation: Manage the change and rollout process for new features or tools across the CX and Operations teams, including training and post-launch monitoring.

Communication & Stakeholder Management

- Reporting & Tracking: Establish and maintain robust tracking mechanisms to monitor project progress, identify potential risks, and communicate status updates effectively to CX leadership and cross-functional partners.

- Meeting Facilitation: Conduct regular project meetings, scrums, and follow-ups with Tech and Product teams to unblock dependencies and ensure timely follow-up and project momentum.

- Stakeholder Alignment: Ensure alignment between CX goals and the Product/Tech roadmap, advocating for CX priorities based on data and customer impact.

Metrics & Operations Focus

- Operational Deep-Dive: Work closely with the Operations teams to monitor, analyze, and drive improvements in key customer metrics such as NPS , CSAT , First Contact Resolution, and Average Handle Time (AHT).

- Data-Driven Prioritization: Use customer feedback, operational data, and root cause analysis to identify systemic issues and translate them into actionable projects for the Tech/Product teams.

- Efficiency and Automation: Identify opportunities for automation and process optimization within the CX ecosystem to improve agent efficiency and customer experience at scale.

Required Qualifications

- Experience: 3+ years of experience in Project Management, preferably in an E-commerce, Tech, or B2C environment. Experience specifically within a Customer Experience or Operations domain is a strong plus.

- Education: Bachelors degree in Business, Technology, Engineering, or a related field.

- Technical Data Skills (Crucial): Proficiency in SQL (Intermediate level or higher) for complex data querying, aggregation, and analysis. Demonstrated ability to pull data independently to drive project decisions.

- Technical Acumen: Proven ability to translate complex business needs (CX pain points) into clear, detailed technical requirements (BRDs) for Product and Engineering teams.

- Methodology: Familiarity with Agile and Scrum methodologies. Experience with project management tools (e.g., Jira, Asana, Trello)

- Soft Skills: Exceptional communication, negotiation, and influencing skills to drive consensus among diverse stakeholder groups (Tech, Product, Ops, and CX).

- Highly conversant with Google sheets and Google Presentations