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:

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.

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:

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

Experience & Qualifications:

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

Education:

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