Project Manager

As a Project Manager at First Advantage (FA), you will play a crucial role in leading initiatives within the Global Customer Care space. This position is ideal for a hands-on PM who thrives in cross-functional environments and is equally comfortable working with business users, IT and Product 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.

WHAT'S IN IT FOR YOU?

• Remote work arrangement
• HMO + free dependents
• Competitive leave entitlement
• Medical and optical reimbursement

RESPONSIBILITIES:

• 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.

REQUIRED SKILLS & QUALIFICATION

• 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 & EXPERIENCE

• 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.

WORKING ENVIRONMENT

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as a computer, keyboard, and phone.
• Occasional travel may be required for training and team events.
• The role requires night shift work and is based in the Philippines

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.