Project Manager, Leadtech
Customer Service
Online Project Development
Be an early applicant
Online Project Development
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To bring forward new business ideas and empower employees to achieve their goals in the online business world.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Designing and adopting digital services can be inaccessibly expensive and complex for many businesses. Leadtech solves this problem by providing companies with innovative digital solutions.
Leadtech is well served by the diversity of its solutions, which has enabled it to build an impressive customer base. Its suite of tools covers everything from UX design to SEO, content to backend. This ensures that Leadtech has broad appeal to businesses looking for all-in-one digital solutions.
Leadtech has expanded considerably in recent years, now boasting an international team of over 250 people. Growing its talent will be an essential element of the company's continued success in the coming years, as will its commitment to innovation.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Flexible timetable
- Barceloneta district, close to the beach
- Happy Fridays and team events
- Tickets Restaurant
- Fresh fruit and coffee
- Game room and terrace
Company HQ
La Barceloneta, Barcelona, Spain
Leadership
Germán Castillo
(CEO)Previously founded Grupo Germinet and advertising platform Solimba Aplicaciones.
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