Senior Project Manager – CX Operations

Account & Project Management

• Take end-to-end ownership of assigned CX accounts.
• Ensure operational performance meets agreed SLA, KPI, quality, productivity and customer satisfaction targets.
• Monitor daily/weekly/monthly operational performance and proactively identify risks, gaps and improvement opportunities.
• Develop and execute action plans for performance gaps, backlog, productivity, quality and customer experience.
• Lead operational reviews and business performance reviews with clients.

Client Management

• Act as a key point of contact for clients and build strong, professional relationships with stakeholders.
• Understand client business objectives and translate them into operational requirements.
• Proactively communicate operational risks, incidents, performance gaps and recovery plans.
• Manage escalations professionally and drive issues to resolution.
• Identify opportunities for process improvement, scope expansion and value-added services.
• Prepare and present regular performance reports, business reviews and improvement plans to clients.

People & Leadership

• Lead and coach project managers, PAs and operational teams.
• Build a performance-driven culture with strong focus on discipline, accountability, compliance and customer experience.
• Review management team performance and provide coaching/development plans.
• Ensure effective communication and alignment across Operations and supporting depts.
• Develop succession plans and future operational leaders.

Operational Excellence

Establish and continuously improve operational processes, SOPs, workflows and governance.

Analyze operational data to identify root causes and drive sustainable improvements.

Lead initiatives to improve:

• Productivity
• SLA / Service Level
• CSAT / Customer Experience
• Quality
• Backlog
• AHT / Handling Time
• FRT / Response Time
• Employee performance and utilization
• Conduct RCA and implement corrective/preventive actions for recurring operational issues.
• Drive automation, digitalization and process optimization where applicable.

 Business & Financial Management

• Monitor account financial performance, manpower cost and operational efficiency.
• Support budgeting, forecasting and manpower planning.
• Identify opportunities to optimize cost while maintaining service quality.
• Support commercial discussions, SOW changes, pricing and scope expansion when required.
• Work closely with BD teams on new opportunities and client requirements.

• 4+ years of experience in Customer Service, BPO, CX Operations or related outsourcing environment.
• At least 3 years in a Project Manager / Operations Manager / Senior Operations leadership role.
• Strong experience managing CX / Customer Service operations, preferably non-voice, voice or omnichannel environments.
• Experience working with e-commerce platforms / marketplaces / digital platforms is highly preferred.
• Proven experience managing client-facing operations and senior client stakeholders.
• Strong understanding of CX operational KPIs, including SLA, CSAT, QA, AHT, FRT, productivity, backlog and service level.
• Experience managing large teams and multiple operational functions.
• Strong analytical and problem-solving skills with the ability to translate data into action plans.
• Strong English communication and presentation skills.
• Strong stakeholder management and escalation management capabilities.
• Ability to work independently, make decisions and take ownership of business outcomes.