Senior Project Manager – CX Operations

Account & Project Management

Take end-to-end ownership of assigned CX accounts.

Ensure operational performance meets agreed  SLA, KPI, quality, productivity and customer satisfaction targets .

Monitor daily/weekly/monthly operational performance and proactively identify risks, gaps and improvement opportunities.

Develop and execute action plans for performance gaps, backlog, productivity, quality and customer experience.

Lead operational reviews and business performance reviews with clients.

Client Management

Act as a key point of contact for clients and build strong, professional relationships with stakeholders.

Understand client business objectives and translate them into operational requirements.

Proactively communicate operational risks, incidents, performance gaps and recovery plans.

Manage escalations professionally and drive issues to resolution.

Identify opportunities for process improvement, scope expansion and value-added services.

Prepare and present regular  performance reports, business reviews and improvement plans  to clients.

People & Leadership

Lead and coach project managers, PAs and operational teams.

Build a performance-driven culture with strong focus on  discipline, accountability, compliance and customer experience .

Review management team performance and provide coaching/development plans.

Ensure effective communication and alignment across Operations and supporting depts.

Develop succession plans and future operational leaders.

Operational Excellence

Establish and continuously improve operational processes, SOPs, workflows and governance.

Analyze operational data to identify root causes and drive sustainable improvements.

Lead initiatives to improve:

Productivity

SLA / Service Level

CSAT / Customer Experience

Quality

Backlog

AHT / Handling Time

FRT / Response Time

Employee performance and utilization

Conduct RCA and implement corrective/preventive actions for recurring operational issues.

Drive automation, digitalization and process optimization where applicable.

Business & Financial Management

Monitor account financial performance, manpower cost and operational efficiency.

Support budgeting, forecasting and manpower planning.

Identify opportunities to optimize cost while maintaining service quality.

Support commercial discussions, SOW changes, pricing and scope expansion when required.

Work closely with BD teams on new opportunities and client requirements.

4+ years of experience  in Customer Service, BPO, CX Operations or related outsourcing environment.

At least  3 years in a Project Manager / Operations Manager / Senior Operations leadership role .

Strong experience managing  CX / Customer Service operations , preferably non-voice, voice or omnichannel environments.

Experience working with  e-commerce platforms / marketplaces / digital platforms  is highly preferred.

Proven experience managing client-facing operations and senior client stakeholders.

Strong understanding of CX operational KPIs, including  SLA, CSAT, QA, AHT, FRT, productivity, backlog and service level .

Experience managing large teams and multiple operational functions.

Strong analytical and problem-solving skills with the ability to translate data into action plans.

Strong English communication and presentation skills.

Strong stakeholder management and escalation management capabilities.

Ability to work independently, make decisions and take ownership of business outcomes.

Ngành nghề: Thương mại điện tử

Kinh nghiệm: 3 Năm

Cấp bậc: Trưởng nhóm / Giám sát

Hình thức: Nhân viên chính thức

Địa điểm: Hồ Chí Minh