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Project Manager - Global Customer Care - First Advantage

Project Manager - Global Customer Care - First Advantage

Sterling Talent

5 - 10 years

14 - 18 Lacs

Bengaluru

Posted:15 hours ago| Platform:

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Skills Required

PMP Business process improvement Enterprise applications Project management Process improvement Project planning Scrum Information technology CRM Salesforce

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Job Type

Full Time

Job Description

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

Bangalore, Bangalore, Karnataka, India

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Job Info
Why First Advantage

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As a Project Manager at First Advantage (FA), you will play a crucial role in leading initiatives within the Global Customer Care space. This position is ideal for a hands-on PM who thrives in cross-functional environments and is equally comfortable working with business users, IT and Product teams, and developers. You will bring expertise in Agile project methodologies and a strong understanding of Customer Care processes and workflows. This is a high-impact role focused on project execution, business process improvement, and driving collaboration across teams to deliver meaningful outcomes.
Responsibilities :

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.

Qualification and skills :

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.

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Project Manager - Global Customer Care - First Advantage