ABOUT US
At Leadtech, we’ve been redefining digital businesses since 2009, creating innovative online solutions that reach millions of users every month. With a diverse team of over 700 members from 23+ nationalities, we’re united by a passion for creativity and collaboration.
We specialize in delivering user-centric experiences across web and mobile platforms, where people can connect with our products like never before.
We’re proud of our global reach and committed to fostering an inclusive workplace where every individual contributes to our shared vision of bringing cutting-edge projects to life. Learn more about our journey and mission on our page!
ABOUT THE ROLE
We are looking for a Project Manager (PM) in Customer Service, responsible for the planning, execution, and monitoring of strategic projects within the department, ensuring their efficient implementation and alignment with business objectives.
The mission of this role is to improve operational efficiency, optimize processes, and ensure the successful implementation of new technologies and strategies to enhance the customer experience.
This role is not an Individual Contributor position. The Project Manager CS will act as a people leader, responsible for leading, coaching, and developing a team of project professionals, ensuring alignment, accountability, and high performance across initiatives
Main Responsibilities:
Comprehensive Project Management in Customer Service
- Team Leadership & People Management
- Plan, coordinate, and execute strategic projects in operations, automation, and digital transformation.
- Ensure the proper definition of scope, objectives, timelines, costs, and resources for each project.
- Lead the implementation of process improvements, digital tools, and customer service systems.
- Manage cross-functional teams, ensuring smooth and effective communication among stakeholders.
Process Optimization, AI Adoption & Digitalization
- Identify opportunities to enhance operational efficiency in Customer Service and propose effective, data-driven solutions.
- Lead the evaluation, selection, and implementation of AI-driven tools and technologies to optimize processes, improve performance, and support organizational objectives.
- Collaborate with cross-functional teams to integrate AI solutions seamlessly into existing workflows.
- Apply Lean, Six Sigma, and Agile methodologies to streamline operations, reduce costs, and increase service quality.
- Monitor and measure the impact of AI initiatives on key metrics such as productivity, customer experience, and operational efficiency.
Cost Control & Impact Evaluation
- Analyze project ROI before implementation and assess its business impact including BI tools.
- Manage project budgets, ensuring their feasibility and profitability.
- Identify cost-reduction opportunities without compromising service quality.
Data Analysis & KPI-Based Decision Making
- Define and monitor key performance indicators (SLAs, CSAT, NPS, AHT, FCR).
- Present reports and data analysis on project impact within operations.
- Utilize tools such as Power BI, Tableau, SQL, and Advanced Excel to evaluate trends and projections.
Change Management & Training
- Ensure the successful adoption of new technologies and processes within the Customer Service team.
- Design communication and training strategies to guarantee successful implementations.
- Manage change resistance and ensure a smooth transition for teams.
Interdepartmental Collaboration
- Act as the point of contact between Customer Service and BI, IT, Product, and Development teams to prioritize and execute technical improvements.
- Translate operational requirements into clear technical specifications.
