Description:

Job Role: Project & Customer Experience Manager.

Preferred Experience : Payroll implementations & handling clients.

Location: Pune.

Work Mode: 100% Onsite.

Role Overview:

The Project & Customer Experience Manager will be responsible for the end-to-end program set up while ensuring a seamless, high-quality experience for clients across all touch points.

This role requires strong project governance, relationship management, analytical thinking, and cross-functional coordination to ensure successful outcomes and long-term customer satisfaction.

Program Setup: Lead kick-off meetings and customer onboarding by collaborating with internal teams, clients, and local partners.

Create and manage project plans for multi-country solution rollout.

Project & Client Management: Coordinate project streams, support review calls, and manage timelines and workloads to meet key milestones efficiently.

Governance: Ensure strong governance by Drive daily stand-ups, maintain RAID logs, and ensure timely reporting (status updates, client reports).

Go-live & Documentation: Manage sign-offs and documentation of project deliverables.

Client Advocacy: Serve as the main point of contact, ensuring client expectations are met by collaborating with internal and external stakeholders.

Communication & Escalation: Provide regular updates to leadership and escalate issues when needed.

Planning & Compliance: Support future implementation planning, prepare Wave Plans, and ensure adherence to project management frameworks.

Qualification & Experience:

- Bachelors or Masters degree in Business, Computer Science, or related field.

- 10 - 12 years of proven customer &/or project management experience handing clients and product implementations.

- Experience in BPO, HR Tech, SaaS, global service delivery, or multi-country rollout environments.

- Experience working in a fast-paced, high-growth, or global environment.

- Track record of delivering high-quality, compliant, and scalable solutions.

Skills & Competencies required for success:

- Project Leadership with strong focus on delivering exceptional customer experiences and building long term relationships.

- Excellent communication, stakeholder management, and cross functional collaboration skills.

- Strong analytical thinking and solution oriented approach.