Project Manager – Call Center

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

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Application Question(s):

• We must fill this position urgently. Can you start immediately?
• Do you have at least 5 years of experience in project management within a call center, payments, or financial services environment?
• Have you previously handled customer service or back-office operations related to financial or regulated products (e.g., debit cards, bill pay, EWA, bank transfers)?
• Are you proficient in project management tools such as Jira, Asana, Trello, or Confluence?
• Are you open to working in a fast-paced, US-client-aligned schedule (may include EST hours)?
• Are you willing to work onsite in Makati City?
• What are your salary expectations for this position?

Work Location: In person