Project Manager - Global Customer Care - First Advantage (Mumbai/Bangalore)

Project Manager

• Lead Project Execution: Manage the end-to-end execution of Customer Care projects, ensuring alignment with business goals and timely delivery.
• Translate Requirements into Deliverables: Serve as a bridge between business users and cross-functional partners by capturing detailed requirements and translating them into standardized documentation and actionable user stories.
• Document and Improve Processes: Collaborate with subject matter experts and stakeholders to document business processes, identify gaps, and propose effective solutions.
• Facilitate Agile Practices: Lead project teams using Agile methodologies, including managing Kanban or Scrum boards and facilitating ceremonies such as sprint planning, daily stand-ups, reviews, and retrospectives.
• Present Project Updates: Deliver project updates and product demonstrations to stakeholders as needed to maintain transparency and alignment.
• Manage Project Planning: Develop and maintain level of effort estimates, status updates, milestones, schedules, budgets, and resource allocation to ensure successful execution.
• Track Progress with Agile Tools: Monitor project progress using Agile project management tools (e.g., Jira), ensuring deliverables meet quality and timeline expectations.
• Maintain Project Documentation: Create and manage key project artifacts, including charters, roadmaps, requirements, test plans, and user acceptance criteria.
• Support Enhancements and Improvements: Contribute to system enhancements and process improvement initiatives that drive efficiency and effectiveness.
• Ensure Stakeholder Alignment: Maintain strong communication and alignment with stakeholders throughout the project lifecycle.
  

• Education: Bachelor’s degree in Business, Information Technology, or a related field. A Master’s degree is a plus.
• Experience: 5+ years of project management experience, preferably within a Customer Care organization. Experience should include managing software development lifecycles, collaborating with cross-functional technical teams, and working with Customer Care systems and enterprise applications such as CRM, WFM, and telephony platforms. Familiarity with Salesforce and Amazon Connect is a plus.
• Certifications: PMP, PMI-ACP, SAFe, or Scrum Master certification is a plus.