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Project Management
Project Manager
@leadtech
[Hiring] Project Manager @leadtech
Mar 18, 2025 - leadtech is hiring a remote Project Manager. đź’¸ Salary: competitive salary, full-time permanent contract. đź“ŤLocation: Spain.
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Role Description
We are looking for a Project Manager (PM) in Customer Service, responsible for the planning, execution, and monitoring of strategic projects within the department, ensuring their efficient implementation and alignment with business objectives. The mission of this role is to improve operational efficiency, optimize processes, and ensure the successful implementation of new technologies and strategies to enhance the customer experience.
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Comprehensive Project Management in Customer Service
- Plan, coordinate, and execute strategic projects in operations, automation, and digital transformation.
- Ensure the proper definition of scope, objectives, timelines, costs, and resources for each project.
- Lead the implementation of process improvements, digital tools, and customer service systems.
- Manage cross-functional teams, ensuring smooth and effective communication among stakeholders.
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Process Optimization & Digitalization
- Identify areas for operational improvement in Customer Service and propose effective solutions.
- Implement Lean, Six Sigma, and Agile methodologies to reduce operational time and costs.
- Coordinate with WFM, IT, and CX teams to enhance process automation.
- Monitor the impact of initiatives on customer experience and operational efficiency.
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Cost Control & Impact Evaluation
- Analyze project ROI before implementation and assess its business impact including BI tools.
- Manage project budgets, ensuring their feasibility and profitability.
- Identify cost-reduction opportunities without compromising service quality.
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Data Analysis & KPI-Based Decision Making
- Define and monitor key performance indicators (SLAs, CSAT, NPS, AHT, FCR).
- Present reports and data analysis on project impact within operations.
- Utilize tools such as Power BI, Tableau, SQL, and Advanced Excel to evaluate trends and projections.
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Change Management & Training
- Ensure the successful adoption of new technologies and processes within the Customer Service team.
- Design communication and training strategies to guarantee successful implementations.
- Manage change resistance and ensure a smooth transition for teams.
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Interdepartmental Collaboration
- Act as the point of contact between Customer Service and BI, IT, Product, and Development teams to prioritize and execute technical improvements.
- Translate operational requirements into clear technical specifications.
Qualifications
- Degree in Business Administration, Engineering, Technology, Economics, or related fields.
- Desirable certifications: PMP, PRINCE2, Agile, Scrum, or Lean Six Sigma.
- 3+ years of experience in project management within Customer Service, Operations, or Technology.
- Experience in automation, digital transformation, and process optimization projects.
- Knowledge of CRM tools (Salesforce, Zendesk, ServiceNow) and ticketing systems.
- Experience with Agile, Scrum, Kanban, and Waterfall methodologies.
- Data analysis skills using Advanced Excel, SQL, Power BI, QS, or Tableau.
Requirements
- Project management and Agile methodologies.
- Strong analytical skills and data-driven decision-making.
- Knowledge of Lean, Six Sigma, BPM, and process improvement.
- Excellent communication and team leadership skills.
- Willingness to explore and investigate AI technologies to identify opportunities for enhancing efficiency within the Customer Service team.
Benefits
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Growth and career development
- Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities.
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Work-Life balance
- Benefit from a flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end) and the option of working full remote or from our Barcelona office.
- Enjoy free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August.
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Comprehensive benefits
- Competitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services).
- 25 days of vacation plus your birthday off, with flexible vacation options—no blackout days!
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Unique Perks
- Office in Barcelona with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views.
- Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary.
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| đź“Ť | Be aware of the location restriction for this remote position: Spain |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Project Management
Project Management
|
Salary
đź’¸
competitive salary, full-time permanent contract
|
Remote
Location
Spain
|
|
Job Type
full-time
|
Posted
Mar 18, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Spain |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
