Senior Project Manager – CX Operations
An experienced Senior Project Manager – CX Operations to join our Operations team and take ownership of key Customer Experience accounts.
The successful candidate will initially be responsible for ShopBack, a large-scale e-commerce Customer Service operation, with responsibility for operational performance, client management, team leadership, service quality, productivity and continuous improvement.
In the longer term, the position will be supporting OM in managing Binh Phu office and providing overall operational oversight across approximately >15 client accounts within PO5.
This is a senior leadership position requiring strong experience in Customer Service / BPO operations, e-commerce platforms, client management and multi-account operations.
KEY RESPONSIBILITIES
Account & Project Management
- Take end-to-end ownership of assigned CX accounts, initially focusing on ShopBack.
- Ensure operational performance meets agreed SLA, KPI, quality, productivity and customer satisfaction targets.
- Monitor daily/weekly/monthly operational performance and proactively identify risks, gaps and improvement opportunities.
- Develop and execute action plans for performance gaps, backlog, productivity, quality and customer experience.
- Lead operational reviews and business performance reviews with clients.
Client Management
- Act as a key point of contact for clients and build strong, professional relationships with stakeholders.
- Understand client business objectives and translate them into operational requirements.
- Proactively communicate operational risks, incidents, performance gaps and recovery plans.
- Manage escalations professionally and drive issues to resolution.
- Identify opportunities for process improvement, scope expansion and value-added services.
- Prepare and present regular performance reports, business reviews and improvement plans to clients.
People & Leadership
- Lead and coach project managers, PAs and operational teams.
- Build a performance-driven culture with strong focus on discipline, accountability, compliance and customer experience.
- Review management team performance and provide coaching/development plans.
- Ensure effective communication and alignment across Operations and supporting depts.
- Develop succession plans and future operational leaders.
Operational Excellence
- Establish and continuously improve operational processes, SOPs, workflows and governance.
- Analyze operational data to identify root causes and drive sustainable improvements.
- Lead initiatives to improve:
- Productivity
- SLA / Service Level
- CSAT / Customer Experience
- Quality
- Backlog
- AHT / Handling Time
- FRT / Response Time
- Employee performance and utilization
- Conduct RCA and implement corrective/preventive actions for recurring operational issues.
- Drive automation, digitalization and process optimization where applicable.
Business & Financial Management
- Monitor account financial performance, manpower cost and operational efficiency.
- Support budgeting, forecasting and manpower planning.
- Identify opportunities to optimize cost while maintaining service quality.
- Support commercial discussions, SOW changes, pricing and scope expansion when required.
- Work closely with BD teams on new opportunities and client requirements.
Skills: Project Management, IT Project Management, Risk Management, Agile Project Management, Project Coordination, Trello, Project Planning, Project Implementation, Team Management, Agile Methodologies