Job Summary
The Customer Service Project Manager is responsible for planning, implementing, and managing customer service projects focused on enhancing the customer experience and ensuring smooth front-line service delivery. The role oversees service standards, customer guidance processes, team readiness, and operational coordination while ensuring consistent and efficient service delivery.
Key Responsibilities
- Lead customer service projects from planning and mobilization through implementation and operational handover.
- Develop and implement customer service processes, procedures, and service standards.
- Coordinate the readiness of front-line teams, including staffing, training, scheduling, and operational requirements.
- Ensure customers receive accurate guidance, support, and assistance throughout their service journey.
- Monitor on-floor service delivery and ensure compliance with established customer experience standards.
- Coordinate with Operations, HR, Training, Facilities, IT, and other supporting functions to ensure operational readiness.
- Monitor customer service KPIs, SLAs, customer feedback, and overall service performance.
- Identify service gaps and implement corrective actions and continuous improvement initiatives.
- Manage customer flow, service coordination, and operational requirements to maintain an organized customer experience.
- Act as a key point of contact for clients and stakeholders throughout project implementation.
- Conduct regular operational reviews and site visits to assess service quality and identify improvement opportunities.
- Prepare project reports, performance updates, and management presentations.
- Manage project risks, issues, dependencies, and changes affecting customer service delivery.
- Ensure a smooth transition from project implementation to ongoing operations.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Management, Hospitality, or a related field.
- 4+ years of experience in customer service, customer experience, service operations, or project management.
- Experience managing customer-facing operations or service delivery projects.
- Experience in mobilization, operational readiness, or service improvement projects.
- Strong stakeholder and client management skills.
- Strong communication, organizational, and problem-solving skills.
- PMP or equivalent project management certification is preferred.
