Project Manager

Summary

Join Leadtech as a Project Manager in Customer Service, responsible for planning, executing, and monitoring strategic projects. This role focuses on improving operational efficiency, optimizing processes, and implementing new technologies to enhance customer experience. You will manage cross-functional teams, analyze project ROI, and utilize data analysis tools. The ideal candidate possesses a degree in a related field, 3+ years of project management experience in Customer Service, and experience with Agile methodologies. Leadtech offers a flexible work environment, competitive salary, comprehensive benefits, and unique perks.

Requirements

• Degree in Business Administration, Engineering, Technology, Economics, or related fields
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• Desirable certifications: PMP, PRINCE2, Agile, Scrum, or Lean Six Sigma
• Willingness to explore and investigate AI technologies to identify opportunities for enhancing efficiency within the Customer Service team

Benefits

• Flexible career path with personalized internal training and an annual budget for external learning opportunities
• 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
• Free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August
• 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!
• Free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views
• Ticket restaurant and nursery vouchers, paid directly from your gross salary