Strategic Project Manager – Customer Care, Operational Excellence

Role Overview

• Lead and manage projects related to Operational Excellence and Customer Care strategy from design to delivery, ensuring timely and successful delivery.
• Partner with the rest of Customer Care support functions and work closely with cross-functional teams (Vendor Management, Workforce Management, Strategic Finance, Data, Revenue Team, BizOps and Product) to align priorities, new initiatives, timelines and deliverables.
• Represent Customer Care and participate actively in major company-wide projects delivered through cross-functional working groups.
• Act as the primary point of contact for project stakeholders at all levels, ensuring alignment and transparency, building and maintaining strong relationships to ensure effective communication and collaboration. Stakeholder management will be a key skill of this role in order to drive change management and ensure a smooth execution of initiatives.
• Propose and prioritise project roadmap – prioritised based on business cases / impact and aligned with the company and team goals.
• Work with Product and Go To Market Teams to help & influence them on prioritizing key projects / improvements.
• Proactively identify potential risks and dependencies, develop mitigation strategies to ensure smooth project execution.
• Continuously improve our frameworks, through best practices and implement advanced methodologies (e.g. Lean, Six Sigma, PDCA, workflow mapping…) to streamline operations and drive innovation.
• Maintain clear documentation for project plans, timelines, progress updates and lessons learned.
• Track qualitative and quantitative data to ensure projects are contributing positively to both KPIs and value propositions.
• Analyze and interpret data to make informed decisions and recommendations, turning them into actionable strategies. Champion the Voice of the Customer.
• Support on the department's WBR and MBR development.
• Act as a change agent within the Customer Care department, engaging the operations and other support functions to embrace the culture of continuous improvement and innovation, constantly challenging the status quo.
• Engage with partners and vendors to optimise Customer Care processes and technologies (e.g. Zendesk, Deepl, Guru…)

Requirements

• Experience that counts: 4+ years of experience in project management, with a proven track record of delivering complex projects.
• Ability to thrive in a dynamic, fast growth and cross functional environment. Experience in SaaS startup, Customer Care environment or Operational Excellence roles is required.
• A cross-functional mindset: You’ve worked closely with teams like product, sales, business operations, data and finance and can quickly get up to speed with new areas of the business.
• A drive for execution: You know how to break down big, complex projects into smaller steps that deliver value along the way, always keeping the bigger picture in mind.
• Problem-solving: You can unwind tough challenges, balance risks and come up with thoughtful, well-structured, data-backed plans.
• Excellent data analysis skills, with the ability to extract insights from data to drive decision-making. Being familiar with Customer Care KPIs and planning inputs is a plus.
• Project Management or Six Sigma certification is a plus.
• Experience in the travel industry is a valued plus.

Tech Stack

• Go

Benefits

• 7* star service: You have a strong customer-centric approach with the ability to understand and address customer needs.
• Be a good person: show outstanding communication and interpersonal skills. Act ethically, with humbleness and always with a smile!
• We are a team: we work together and share knowledge, keeping team goals in focus.
• I’m an owner: Self starter who takes initiative to drive growth, transforming problems into solutions
• proactivity and accountability are your keywords.
• Impact over Effort: good work prioritisation skills to remain strongly focused on achieving ambitious team targets. Prove adaptability and flexibility in managing changing priorities and unexpected challenges.