Customer Service Project Manager

About the role

The Customer Service Project Manager oversees and manages projects within the organization, working closely with the Director of the Customer Service Department. The role covers organization, optimization and change management, especially for commercial improvement projects in the customer service department. The person must be proactive, with strong leadership and organizational skills, and able to deliver projects on time and within budget.

Key responsibilities

• Steer commercial improvement projects: ensure quality, budget and deadlines, monitor and coordinate third-party teams (Supply Chain, Finance Ops), build deployment plans and organize training.
• Analyze existing commercial processes, audit them and propose improvement projects, and act as the link between departments and the IT & Digital Department.
• Lead change management for process improvements, technology implementations and organizational shifts.
• Define project scope, goals and deliverables, create project plans with timelines and milestones, and manage dependencies and the critical path.
• Coordinate internal resources and vendors, track performance against short- and long-term goals, and run regular status meetings.
• Manage risks, ensure adherence to project management best practices, and conduct post-project evaluations.
• Lead, coach and motivate the project team and share knowledge and tools.

Required profile

• Proven experience in project management.
• PMP certification is a plus.
• Excellent client-facing and internal communication skills.
• Solid organizational skills, attention to detail and ability to multitask.