Senior Project Manager – Telemarketing / E-commerce Operations

PT NEW CORAL SEA; Tangerang; On-site; IDR 90,000,000 - 130,000,000; Full time

Job summary

PT NEW CORAL SEA is seeking a Senior Project Manager to lead large-scale Telemarketing and E-commerce operations initiatives. The role involves directing cross-functional teams to achieve operational targets, improve service quality, and drive business performance across multiple projects.

You will oversee staffing of over 200 employees through a tiered management structure, monitor KPIs, and build strong client relationships to ensure smooth delivery and continuity.

Qualifications

• Minimum 5 years of experience in Project Management or Operations Management or similar leadership role.
• Experience leading large teams and managing multi-project portfolios.
• Strong ability to drive performance through KPIs, service quality, and efficiency.

Responsibilities

• Lead and manage large-scale operational projects in Telemarketing/Telesales or E-commerce Operations.
• Oversee daily project operations ensuring targets, service quality, and client expectations are met.
• Supervise large teams (>200 employees) via Project Managers, Operations Managers, Team Leaders, and Supervisors.
• Monitor KPIs including productivity, sales conversion, CSAT, SLA, quality, and attrition.
• Develop and implement operational strategies, process improvements, and performance optimization actions.
• Maintain strong client and internal stakeholder relationships for delivery and continuity.
• Handle workforce planning, resource allocation, budgets, and project performance.
• Identify challenges, perform root cause analyses, and implement corrective actions.

Skills

Project management

Operations management

Leadership

Communication

Client relationship management

KPI tracking

Job description

Senior Project Manager – Telemarketing / E-commerce Operations

We are seeking an experienced Senior Project Manager to oversee and manage large-scale operational projects, particularly in Telemarketing / Telesales and E-commerce Operations. The ideal candidate should have a strong background in managing large operational teams, driving business performance, and ensuring operational excellence across multiple projects.

Key responsibilities

Lead and manage large-scale operational projects, particularly in Telemarketing / Telesales or E-commerce Operations.

Oversee daily project operations, ensuring operational targets, service quality, productivity, and client expectations are consistently achieved.

Manage and supervise large operational teams of more than 200 employees through Project Managers, Operations Managers, Team Leaders, and Supervisors.

Monitor key operational KPIs, including productivity, sales conversion, customer satisfaction (CSAT), service level agreements (SLA), quality, and employee attrition.

Develop and implement operational strategies, process improvements, and performance optimization initiatives.

Maintain strong relationships with clients and internal stakeholders to ensure effective project delivery and business continuity.

Manage workforce planning, resource allocation, operational budgets, and project performance.

Identify operational challenges, conduct root cause analysis, and implement effective corrective actions.

About you

Minimum 5 years of experience in Project Management, Operations Management, or a similar leadership role.

Proven experience managing large-scale projects in Telemarketing / Telesales (Insurance sales, banking-related sales, financial product sales, internet sales, or other outbound sales operations) or E-commerce Operations (Pre-sales and after-sales customer service operations, including customer inquiries, order processing, complaint handling, and after-sales support for third-party e-commerce platforms or marketplaces).

Must have experience managing operational teams of more than 200 employees, either directly or indirectly through multiple management levels.

Strong understanding of operational KPIs, business performance management, and client relationship management.

Excellent leadership, problem-solving, communication, and project management skills.

Experience in BPO, outsourcing, or customer service operations will be an advantage.