Job Description

Position Responsibilities

Project Planning & Execution

• Lead, coordinated, and managed customer happiness projojects from inception to completion, ensuring alignment with strategic goals.
• Develop projoject timelines, set objbjectives, and assign tasks to team members to meet deliverableswithin deadlines.
• Monitor projoject progress, troubleshoot issues, and ensure solutions are implemented to keep projects on track.

Process Optimization

• Evaluate current support processes to identify fy areas fofor improvement and optimize workflows foforefffficiency and better customer satisfaction.
• Implement process enhancements based on data analysis, customer feedback, and industry bestpractices.
• Work with Tech and Operations teams to integrate technological tolls that streamline support functions and imptoce the customer experience.

Project & Stakeholder Management

• Collaborate with Product, Operatins, Finance, Marketing & Tech teams to implement solutions that enhance customer feedback and operational needs.
• Contribute to strategic initiatives to improve customer servrvice quality and align with business goals.
• Communicate key insights and updates with stakeholders and ensure alignment on projoject goals.
• Oversee complex initiatives and ensure successful on-time implementation within scope withsuccessful implementation.
• Foster a collaborative approach to ensure projoject deliverables are met while maintaining acustomer-first perspective.

Peformance Tracking & Reporting

• Define Key Perfrfoformance Indicators (KPIs) to track projoject outcomes and measure customersatisfaction, efffficiency, and impact.
• Conduct regular perfrfoformance reviews of ongoing projojects and provide feedback to relevant teamsto improve outcomes.
• Generate reports and insights on projoject perfrfoformance fofor senior management, highlighting areasof success and opportunities fofor improvement.

Team Leadership & Support

• Provide guidance and support to team members involved in customer happiness projojects,ensuring they are equipped with the tools and knowledge to succeed.
• Lead by example to fofoster a customer-centric, proactive approach to projoject management.

Customer Experience Strategy

• Develop and execute strategies to enhance the overall customer experience, incorporatingprojoject-based solutions that address customer pain points.
• Research market trends and customer feedback to identify fy areas fofor improvement and innovation.
• Implement initiatives that drive continuous improvement, ensuring a high level of customersatisfaction and brand loyalty.

Risk Management and Issue Resolution

• Identify fy potential risks within projoject timelines or deliverables and develop mitigation plans tominimize disruptions.
• Manage escalated customer issues as necessary and ensure quick, effective resolutions that alignwith projoject goals.
• Regularly review customer feedback to proactively address recurring issues or pain point is customer support process.

Job Requirements

Qualifications & Experiences

• Bachelor’s degree in Business Administration, Project Management, Customer Servrvice, or related field.
• 3-5 years in projoject management, customer support, or operations, with at least 2 years in aleadership or supervrvisory role.
• Strong understanding of customer servrvice principles, including KPIs such as CSATAT, NPS, and FRT.
• Experience with CRM systems, project management tools (e.g., Asana, Jira, Zendesk, Freshdesk, Salesforce, Lark), and customer support software.
• Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
• Proven ability to work cross-functionally and build effective relationships with stakeholders.
• Experience with AI/chatbot tools and knowledge of customer experience best practices.
• Familiarity with data analysis and reporting tools.
• Proven track record in managing cross-functional projects and delivering customer-fofocusedresults.
• Knowledge of industry trends and competitive customer service practices.

Skills