Project Manager - Customer Service

Project manager- Customer service

Job description :

- Advocate on behalf of the Customer and Customer Service during all business engagements to ensure a consistent high-bar of excellence.

- Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.

- Manage all key aspects of Customer Service and how it pertains to business start-ups and their lifecycle management.

- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.

- Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service

Responsibilities :

- Collaborate with other worldwide CS, business teams, product managers and technical teams to continuously innovate and redesign programs to better serve our customers.

- Define, prioritize and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within the Customer Service (CS).

- Schedule and secure the resources and manage cross functional teams to deliver to these projects.

- Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.

- Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups.

- Act as a knowledgeable resource within CS, sharing best practices in project management.

- End to end responsibility for the execution and success of all projects.