Project Manager – Call Center

About the Role:

We are seeking an experienced
Project Manager
with a strong background in
call center operations
,
payment products
, and
CRM systems (HubSpot required)
to support a strategic client engagement. This role involves leading a full assessment and enhancement of the client's
customer service infrastructure
, including
IVR system optimization
,
agent enablement and
back- office compliance support processes
to support complex financial products and interactions.

The successful candidate will be responsible for improving customer experience and operational efficiency by leveraging
AI-enhanced IVR capabilities
, improving
HubSpot workflows
, and creating scalable
agent scripts
and
support protocols
.

Key Responsibilities:

• Lead discovery and assessment of the client's
  call center capabilities
  ,
  HubSpot CRM configuration
  ,
  back-office compliance queues
  , and product-specific workflows.
• Quick migration of 6-8 digital banking / payments programs needs to be migrated to Lean ASAP – each with its own IVR, customer service protocols, Q&A's, etc. In addition some back-office compliance functions also need to be outsourced to Lean.
• Collaborate with stakeholders to evaluate and optimize the end-to-end customer journey across channels supported by HubSpot, including call center, email, and in-app messaging.
• Leverage
  Lean's IVR and AI capabilities
  to design and implement improvements that enhance
  containment rates
  , reduce handle time, and increase first-call resolution.
• Utilize HubSpot to:
• Align
  ticketing
  ,
  workflow automations
  , and
  pipeline tracking
  with support team activities.
• Streamline the agent experience with well-structured knowledge bases, CRM views, and reporting dashboards.
• Ensure product support interactions are captured and tracked effectively.
• Create, test, and deploy
  call scripts
  ,
  agent protocols
  , and
  standard operating procedures
  across products, including:
• Debit cards
• Bill pays
• Push-to-debit payments
• Push-to-bank account transfers
• Earned wage access (EWA)
• Partner with compliance operations to optimize support for flagged enrollments, transactions and back-office escalation paths.
• Monitor and report on project milestones, KPIs, and outcomes across internal and client teams.
• Support
  change management
  ,
  agent onboarding
  , and post-implementation QA to ensure sustainable process adoption.
• Must be able to work in fast-paced environment and begin delivering quick hits / wins ASAP as the customer service migration needs to begin without the entire plane being finalized.

Qualifications:

• 5+ years
  of experience in
  project management
  within the
  call center
  ,
  payments
  , or
  financial services
  industry.
• Proven experience working with multiple applications including:
• HubSpot CRM
• Workflow automation
• Ticketing and support pipelines
• Knowledge base and agent enablement tools
• Integration with voice/IVR or customer engagement platforms
• Deep understanding of
  IVR optimization
  , particularly using
  AI
  or
  natural language processing (NLP)
  to improve containment and routing.
• Deep understanding with IVR systems or similar tools
• Hands-on experience developing support protocols for complex, regulated products.
• Knowledge of
  compliance
  ,
  back-office support
  , and escalation management within financial operations.
• Excellent stakeholder communication skills; able to manage expectations across operations, technical, and executive teams.
• PMP, Six Sigma, or other certifications
  a plus.

Desired Competencies:

• Strategic thinker with a focus on customer experience and scalable operations.
• Highly organized and comfortable working with multiple stakeholders and competing priorities.
• Strong documentation and project tracking skills (e.g., Jira, Asana, Trello, Confluence).
• Ability to translate business goals into operational processes and technical requirements.

Reports To:

Director of Client Operations / VP of Customer Experience