Lead SME: Implementations & Process Excellence

Sutherland Global; Bogotá; Presencial; COP 90.000.000 - 130.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Annual merit increase

Paid training

Health Insurance

Career development

Descripción de la vacante

Sutherland Global is seeking a Subject Matter Expert (SME) to support Implementation Project Managers with complex projects, go-back cases, and escalations. You will monitor performance, manage queues, and drive continuous improvement to optimize customer experience and project delivery.

The role emphasizes adherence to processes, cross-functional collaboration, and coaching IPMs to ensure consistent execution and high-quality outcomes.

Formación

• Bachelor's degree in Business, PM, Operations, IT, or related field.
• 3+ years of experience in project management or related operations.
• Strong understanding of escalation management and SLA adherence.
• Excellent problem-solving and stakeholder management.

Responsabilidades

• Provide subject matter expertise and escalation support to IPMs on complex implementations.
• Manage and prioritize project and case queues ensuring SLA commitments.
• Monitor KPIs like CSAT, DSAT, Cycle Time, and order accuracy.
• Review dissatisfaction cases and drive corrective actions.
• Collaborate with cross-functional teams to resolve blockers.
• Deliver coaching to IPMs to ensure process compliance and consistency.

Conocimientos

Project management

Operations

Escalation management

Stakeholder management

Process improvement

Educación

Bachelor's degree in Business/PM/Operations/IT

Herramientas

CRM

Case management

Project tracking tools

Descripción del empleo

Sutherland Global is seeking a Subject Matter Expert (SME) to support Implementation Project Managers with complex projects, go-back cases, and escalations. You will monitor performance, manage queues, and drive continuous improvement to optimize customer experience and project delivery.

The role emphasizes adherence to processes, cross-functional collaboration, and coaching IPMs to ensure consistent execution and high-quality outcomes.