IT Project Manager

Azura Labs; Kota Semarang; On-site; IDR 89,280,000 - 156,240,000; Full time

Benefits offered by this job

Health insurance

Catering meals

Job summary

Azura Labs is seeking a Project/Operations professional to drive SOP development and cross-functional collaboration across Product, Customer Service, and internal teams. The role emphasizes maintaining high-quality service delivery, collecting feedback, and implementing actionable improvements.

You will work closely with Product and Customer Service to ensure timely product updates, document processes, and uphold service excellence in a fast-paced environment.

Qualifications

• 3–5 years of experience in Project Management or Operations, preferably within Customer Service or Product Management environments.
• Strong documentation and presentation skills with exceptional attention to detail.
• Excellent verbal and written communication skills, with the ability to build and maintain relationships across cross-functional teams.
• Proven experience in developing, documenting, and managing Standard Operating Procedures (SOPs).
• Strong analytical thinking with the ability to identify issues and deliver practical solutions in a fast-paced environment.

Responsibilities

• Develop, review, and maintain customer service SOPs to ensure consistent, high-quality service delivery.
• Coordinate cross-department communications with Product Team and internal teams for timely product updates.
• Gather and analyze customer service feedback and work with Product to implement improvements.
• Monitor daily chat quality and identify issues, recommending improvements to service performance.
• Maintain and update the official FAQ and other customer-facing documentation.

Skills

SOP development

Cross-functional collaboration

Strong communication

Documentation

Analytical thinking

Job description

In this role, you will work closely with product, customer service, and internal stakeholders to ensure smooth project execution, effective communication, and continuous process improvement.

KEY RESPONSIBILITIES

• SOP Management: Develop, review, and maintain customer service Standard Operating Procedures (SOPs) to ensure consistent and high-quality service delivery across the organization.
• Cross-Department Collaboration: Facilitate effective communication with the Product Team and ensure timely dissemination of product updates to Customer Service, Training, and other internal teams.
• Feedback Management: Gather and analyze customer service feedback, then collaborate with the Product team to identify and implement effective solutions.
• Quality Assurance: Monitor daily customer service chat quality, proactively identify potential issues, and recommend improvements to enhance overall service performance.
• Content Management: Maintain and update the official FAQ and other customer-facing documentation to ensure accuracy and relevance.

REQUIREMENTS

• 3–5 years of experience in Project Management or Operations, preferably within Customer Service, Product Management, or related environments.
• Strong documentation and presentation skills with exceptional attention to detail.
• Excellent verbal and written communication skills, with the ability to build and maintain effective relationships across cross-functional teams.
• Proven experience in developing, documenting, and managing Standard Operating Procedures (SOPs).
• Strong analytical thinking with the ability to identify issues and deliver practical solutions in a fast-paced environment.
• Collaborative, adaptable, and able to work effectively with cross-functional teams.

Explore Our Benefits

We believe that anything can be realized. And we want to help you, make what you dream of come true. Become a part of our workforce!

We foster a culture of collaboration and innovation.

We offer ongoing opportunities for your professional growth.

Join the forefront of projects that present technological challenges.

Health & Insurance

We provide employee health and employment insurance. We are committed to maintaining employee welfare, one of which is by providing catering menus for every employee.