Project Manager CS (Remote within Spain)

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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.
• 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.

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.