IT Project Manager: SOPs, Cross-Team Collaboration

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

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.