Project Manager – Customer Experience Operations

3 days ago

Bonifacio Global Metro Manila, Philippines CarParts (Philippines) Inc. Full time ₱60,000 - ₱120,000 per year

Summary of the Role

This role sits at the intersection of project management, contact center operations, and innovation for customer experience.

You'll lead operational and customer experience initiatives within our offshore contact center network—ensuring that projects are delivered on time, within scope, and aligned with performance goals such as CSAT, AHT, and FCR.

Familiarity with AI-driven tools, automation, and analytics is a big plus, as you'll help integrate technology that enhances agent productivity and customer satisfaction.

You will also support the Vice President of Customer Experience in executing other strategic CX projects and initiatives that improve the overall customer journey.

YOU WILL:

  • Lead and manage projects across contact center operations, technology, training, and process improvement.
  • Collaborate with cross-functional partners in the Philippines and U.S. to define objectives, timelines, and success metrics.
  • Identify and address performance gaps through data-driven insights.
  • Track KPIs and ensure initiatives align with business priorities and service excellence goals.
  • Support the adoption of AI and automation tools in the contact center environment.
  • Partner with and support the VP of Customer Experience on additional CX-related projects, pilots, and process transformations.
  • Facilitate meetings, manage stakeholder communications, and maintain detailed project documentation.
  • Promote a culture of accountability, agility, and continuous improvement.

YOU MUST HAVE / BE:

  • Bachelor's degree in business, Technology, Operations, or related field (or equivalent experience).
  • 5+ years of experience in contact center or customer experience project management.
  • Strong understanding of call center KPIs, workforce management, training, and QA.
  • Experience managing cross-functional or cross-border projects.
  • Proficiency in tools like Jira, Confluence, Smartsheet, Excel, and PowerPoint.
  • Knowledge of AI applications in customer service (chatbots, speech analytics, agent assist, etc.) preferred.
  • Excellent communication, prioritization, and stakeholder management skills.
  • A self-starter who thrives in a fast-paced, evolving environment.
  • PMP or Agile certification is a plus.
  • Open to working PH night shifts (PST daytime).

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