Project Management Lead

As a Project Management Lead, you will play a crucial role in leading initiatives within the Global Customer Care space. This position is ideal for a hands-on professional who thrives in cross-functional environments and is equally comfortable working with business users, IT teams, and developers.

You will bring expertise in Agile project methodologies and a strong understanding of Customer Care processes and workflows. This is a high-impact role focused on project execution, business process improvement, and driving collaboration across teams to deliver meaningful outcomes.

• Lead Project Execution: Manage the end-to-end execution of Customer Care projects, ensuring alignment with business goals and timely delivery.
• Translate Requirements into Deliverables: Serve as a bridge between business users and cross-functional partners by capturing detailed requirements and translating them into standardized documentation and actionable user stories.
• Document and Improve Processes: Collaborate with subject matter experts and stakeholders to document business processes, identify gaps, and propose effective solutions.
• Facilitate Agile Practices: Lead project teams using Agile methodologies, including managing Kanban or Scrum boards and facilitating ceremonies such as sprint planning, daily stand-ups, reviews, and retrospectives.
• Present Project Updates: Deliver project updates and product demonstrations to stakeholders as needed to maintain transparency and alignment.
• Manage Project Planning: Develop and maintain level of effort estimates, status updates, milestones, schedules, budgets, and resource allocation to ensure successful execution.
• Track Progress with Agile Tools: Monitor project progress using Agile project management tools (e.g., Jira), ensuring deliverables meet quality and timeline expectations.
• Maintain Project Documentation: Create and manage key project artifacts, including charters, roadmaps, requirements, test plans, and user acceptance criteria.
• Support Enhancements and Improvements: Contribute to system enhancements and process improvement initiatives that drive efficiency and effectiveness.
• Ensure Stakeholder Alignment: Maintain strong communication and alignment with stakeholders throughout the project lifecycle.

• Agile Methodologies: Proven experience with Agile frameworks including SCRUM, Kanban, and Sprint-based delivery.
• Requirements Gathering: Demonstrated ability to gather, document, and translate business requirements into actionable deliverables.
• System Knowledge: Familiarity with system integrations, user acceptance testing (UAT), change management, and business process mapping.
• Tool Proficiency: Proficiency in tools such as SQL, Excel, Visio, Jira, or similar project and collaboration platforms.
• Communication & Collaboration: Strong communication and interpersonal skills with the ability to effectively engage diverse teams and executive stakeholders.
• Organizational Skills: Excellent organizational skills with a high attention to detail and a commitment to delivering high-quality solutions.
• Change Management: Experience driving organizational change and managing resistance with a proactive and collaborative approach to problem-solving.

• Education: Bachelor's degree in Business, Information Technology, or a related field. A Master's degree is a plus.
• Experience: 5+ years of project management experience, preferably within a Customer Care organization. Experience should include managing software development lifecycles, collaborating with cross-functional technical teams, and working with Customer Care systems and enterprise applications such as CRM, WFM, and telephony platforms. Familiarity with Salesforce and Amazon Connect is a plus.
• Certifications: PMP, PMI-ACP, SAFe, or Scrum Master certification is a plus.