Description:
Job Role: Project & Customer Experience Manager.
Location: Pune/Bangalore.
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.
Responsibilities:
- 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:
- 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.
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