Job
Description
Role Overview: You will be joining Furlenco as a Project Manager, responsible for leading and driving all Customer Experience (CX) related initiatives. Your main focus will be to ensure that projects aimed at improving customer satisfaction, efficiency, and metrics are successfully delivered on time, within budget, and aligned with the overall CX strategy. Key Responsibilities: - **Project Management & Execution** - Take full ownership of projects from defining and planning to execution and finalization, ensuring adherence to strict deadlines and budgets in line with the CX strategy. - Act as the primary point of contact for CX projects involving the Tech and Product teams, fostering collaboration, communication, and shared accountability. - Create and manage detailed Business Requirements Documents (BRDs) for new CX tools, platform enhancements, and operational process improvements. - Manage the change and rollout process for new features or tools across the CX and Operations teams, including training and post-launch monitoring. - **Communication & Stakeholder Management** - Establish and maintain robust tracking mechanisms to monitor project progress, identify risks, and effectively communicate status updates to CX leadership and cross-functional partners. - Conduct regular project meetings, scrums, and follow-ups with Tech and Product teams to address dependencies and maintain project momentum. - Ensure alignment between CX goals and the Product/Tech roadmap, advocating for CX priorities based on data and customer impact. - **Metrics & Operations Focus** - Collaborate closely with Operations teams to monitor and improve key customer metrics such as NPS, CSAT, First Contact Resolution, and Average Handle Time (AHT). - Utilize customer feedback, operational data, and root cause analysis to identify systemic issues and drive actionable projects for the Tech/Product teams. - Identify opportunities for automation and process optimization within the CX ecosystem to enhance agent efficiency and customer experience at scale. Qualification Required: - **Experience**: 3+ years of Project Management experience, preferably in an E-commerce, Tech, or B2C environment. Experience in Customer Experience or Operations is advantageous. - **Education**: Bachelor's degree in Business, Technology, Engineering, or a related field. - **Technical Data Skills**: Proficiency in SQL (Intermediate level or higher) for data querying, aggregation, and analysis. Ability to independently pull data for project decisions. - **Technical Acumen**: Ability to translate complex business needs into clear technical requirements. Familiarity with Agile and Scrum methodologies and project management tools. - **Soft Skills**: Excellent communication, negotiation, and influencing skills to align diverse stakeholder groups. Proficiency in Google Sheets and Google Presentations. (Note: Additional details about the company were not present in the provided job description.),
