Senior Project Manager – CX Operations

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.
• After 3 months successfully stabilizing and managing the assigned CX account(s), the position will progressively take on broader branch-level responsibilities, including:
• Support Operations Manager in the overall management of  PO5 and >15 client accounts .
• Provide operational oversight across multiple CX / BPO accounts.
• Review account performance and identify cross-account operational risks.
• Support Operations Managers / Project Managers in resolving critical escalations.
• Standardize operational governance, reporting and performance management across accounts.
• Support office manpower planning, budgeting and capacity planning.
• Drive cross-account improvement initiatives and best-practice sharing.
• Act as Deputy in the absence of the Operations Manager when required.
• Support strategic planning and operational development for the branch.
• Develop and maintain strong relationships with key clients and senior stakeholders.

• 4+ years of experience  in Customer Service, BPO, CX Operations or related outsourcing environment.
• At least  3 years in a Project Manager / Operations Manager / Senior Operations leadership role .
• Strong experience managing  CX / Customer Service operations , preferably non-voice, voice or omnichannel environments.
• Experience working with  e-commerce platforms / marketplaces / digital platforms  is highly preferred.
• Proven experience managing client-facing operations and senior client stakeholders.
• Strong understanding of CX operational KPIs, including  SLA, CSAT, QA, AHT, FRT, productivity, backlog and service level .
• Experience managing large teams and multiple operational functions.
• Strong analytical and problem-solving skills with the ability to translate data into action plans.
• Strong English communication and presentation skills.
• Strong stakeholder management and escalation management capabilities.
• Ability to work independently, make decisions and take ownership of business outcomes.