Remote BPO Project Lead: Client Success & Delivery

Resolv Global; Puebla de Zaragoza; Remote; MXN 650,000 - 900,000; Full time

Benefits offered by this job

Fully Remote

Independent Contractor

Leadership exposure

Collaborative, international team

Job summary

Resolv Global is seeking a Project Manager based in Mexico for a fully remote role focused on day-to-day BPO project delivery. You’ll own client relationships, manage priorities across teams, and drive performance while maintaining proactive communication with leadership and clients.

The role emphasizes client success, addressing issues quickly, and ensuring services meet expectations. Strong English communication and remote-work capability are essential.

Qualifications

• BPO experience is essential.
• Proven experience managing BPO projects, programs, accounts, teams, or operational initiatives.
• Strong understanding of KPIs, performance metrics, and targets.
• Experience working 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 with clients and internal stakeholders.
• Experience with Team Leads, supervisors, agents, or other ops teams.
• Strong follow-through and accountability.
• Ability to manage multiple priorities and keep projects on track.
• Proactive, takes ownership, and works well without constant direction.
• Independent work in a fully remote environment.

Responsibilities

• Take ownership of day-to-day management and delivery of assigned BPO projects.
• Work closely with clients to understand needs, priorities, and concerns.
• Build and maintain strong client relationships.
• Proactively identify and address issues affecting satisfaction or performance.
• Monitor KPIs to ensure targets are met.
• Coordinate with Team Leads and internal teams on performance and service delivery.
• Manage escalations and follow through to resolution.
• Communicate updates, risks, and action plans to leadership and clients.
• Track items, deadlines, and deliverables to avoid gaps.
• Review performance data for trends and improvement opportunities.
• Support coaching and accountability across teams.
• Ensure client processes and requirements are followed.
• Identify opportunities to improve processes and client experience.
• Collaborate with stakeholders to move projects forward.
• Provide visibility into project health and risks.
• Proactively solve problems and take practical action.

Skills

BPO experience

Client management

Project management

KPI tracking

English communication

Remote work

Tools

MS Teams

Office 365

Job description

Resolv Global is seeking a Project Manager based in Mexico for a fully remote role focused on day-to-day BPO project delivery. You’ll own client relationships, manage priorities across teams, and drive performance while maintaining proactive communication with leadership and clients.

The role emphasizes client success, addressing issues quickly, and ensuring services meet expectations. Strong English communication and remote-work capability are essential.