Remote BPO Project Lead & Client Success

Resolv Global; Mexico; Remote; MXN 420,000 - 650,000; Part time

Benefits offered by this job

Fully Remote

Independent Contractor

Competitive pay by experience

Senior leadership access

Ownership & accountability

Impact on projects

International team

Job summary

Resolv Global in Mexico is seeking a Project Manager based in Mexico for a fully remote role in a fast-paced BPO environment. You will own day-to-day delivery of assigned projects, coordinating with clients and internal teams to keep priorities on track.

This hands-on position emphasizes building trust with clients, proactive issue resolution, and clear communication with leadership. You will monitor KPIs, manage escalations, and drive operational performance across projects.

Qualifications

• BPO experience is essential.
• Experience managing BPO projects, programs, accounts, teams, or operational initiatives.
• Strong understanding of KPIs, performance metrics, and operational targets.
• Experience working directly with clients or supporting Client Success.
• Excellent verbal and written English communication skills.
• Strong organizational skills and attention to detail.
• Strong problem-solving and escalation-management skills.
• Ability to communicate professionally and confidently with clients and internal stakeholders.
• Experience working with Team Leads, supervisors, agents, or other operational teams.
• Strong follow-through and accountability.
• Ability to manage multiple priorities and keep projects on track.
• Proactive approach and the confidence to take ownership without constant direction.
• Ability to work independently in a fully remote environment.

Responsibilities

• Take ownership of the day-to-day management and delivery of assigned BPO projects.
• Work closely with clients to understand their needs, expectations, priorities, and concerns.
• Build and maintain strong, professional client relationships.
• Proactively identify and address issues that could impact client satisfaction or project performance.
• Monitor project and operational KPIs to ensure teams are meeting expectations.
• Coordinate with Team Leads and internal teams to address performance, quality, productivity, attendance, and service-delivery concerns.
• Manage operational escalations and ensure issues are followed through to resolution.
• Communicate project updates, challenges, risks, and action plans clearly to leadership and clients when appropriate.
• Track action items, deadlines, deliverables, and follow-ups to ensure nothing falls through the cracks.
• Review performance data and identify trends, challenges, and opportunities for improvement.
• Support coaching, accountability, and performance improvement efforts across assigned teams.
• Help ensure client processes, requirements, and expectations are consistently followed.
• Identify opportunities to improve processes, efficiency, and the overall client experience.
• Collaborate with internal stakeholders to solve problems and keep projects moving forward.
• Provide regular visibility into project health, performance, and potential risks.
• Take ownership of problems and work proactively toward practical solutions.

Job description

Resolv Global in Mexico is seeking a Project Manager based in Mexico for a fully remote role in a fast-paced BPO environment. You will own day-to-day delivery of assigned projects, coordinating with clients and internal teams to keep priorities on track.

This hands-on position emphasizes building trust with clients, proactive issue resolution, and clear communication with leadership. You will monitor KPIs, manage escalations, and drive operational performance across projects.