Project Management Officer

Looking for the next big leap in your professional career?

We are seeking an exceptional, forward-thinking Customer Experience (CX) Project Manager to take the reins and drive core strategic projects within our Customer Experience division.

If you have the ability to blend proactive, initiative-driven thinking with hands-on execution; if you leverage data to uncover insights, optimize customer journeys, and arrive at the executive table with solutions, AI tools, and a fresh perspective that upgrades existing workflows—your place is with us.

Key Responsibilities:

• Data-Driven Insights & Process Optimization: Analyze customer data, friction points, and operational metrics to identify areas for improvement across the customer lifecycle; design and execute streamlined, scalable processes.
• Initiate & Pitch Projects: Proactively spot gaps in the customer experience, initiate end-to-end projects from scratch, and pitch creative, tech-driven solutions to CX leadership and senior management.
• AI & Automation Integration: Research, test, and implement advanced AI tools (such as LLMs, automation platforms, and data tools) to upgrade customer interactions, internal CX workflows, and team efficiency.
• Strategic Project Leadership: Lead, prioritize, and monitor key CX strategic projects with full autonomy, ensuring high-quality execution without requiring micromanagement.
• Cross-Functional Collaboration: Manage extensive and complex interfaces across the company (Product, Ops, Tech, Support), aligning stakeholders and driving cross-departmental alignment through partnership and influence.
• KPIs & Actionable Dashboards: Establish clear customer experience and operational KPIs, map out high-level strategic overviews for leadership, and build smart, actionable dashboards to monitor performance and ROI.

Requirements:

• Proven experience as a PMO, Project Manager, or Process Improvement Manager within a Customer Experience (CX), Operations, or Service division.
• Strong analytical skills and a proven track record of using data to drive business decisions, map customer journeys, and optimize operational processes.
• Hands-on experience and deep understanding of leveraging AI tools, LLMs, and automation platforms to enhance workflow efficiency.
• Proven ability to drive projects independently from scratch, think critically, and deliver end-to-end results in a fast-paced environment.
• Exceptional interpersonal and communication skills with the ability to interface confidently with leadership and align cross-functional teams.
• A natural curiosity for CX tech trends, a forward-thinking mindset, and a passion for customer-centric operational excellence.