We are seeking a highly innovative and strategic Customer Service Project Manager to join our team. The ideal candidate will be directly involved in executing customer service projects and overseeing a customer service product, ensuring that tasks are completed efficiently and effectively. This role requires you to have creative solutions, excellent communication, and the ability to manage multiple projects simultaneously.

Key Responsibilities

Product Management:

• Take ownership of a specific customer service product, managing its lifecycle from development to deployment and ongoing support.

• Continuously evaluate the product's performance and agent feedback, implementing enhancements and updates to improve functionality and user experience.

• Identify opportunities for new products by researching agent needs. Lead the development and launch of new customer service products, from concept to agent introduction.

Project Management:

• Lead cross-functional projects aimed at improving the customer service process, efficiency, and overall experience.

• Handle and complete project-related tasks, ensuring timely and accurate execution.

• Ensure all projects are delivered on time, within scope, and aligned with customer service goals.

• Monitor project progress, manage risks, and report updates to leadership.

Internal Processes:

• Update the PMS (Click-Up) with progress on all tasks and projects.

• Keep constant communication with the rest of the PM team.

• Voice any new ideas or opinions on active projects/tasks to the PM team.

• Design and present one-pagers outlining a new project.