Project Manager

RingCentral; Manila; In loco; PHP 781.200 - 1.004.400; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive HMO package

Paid time off

Quarterly Performance Bonus

Employee Assistance Programs

Descrizione del lavoro

RingCentral in Manila is looking for a seasoned project manager to lead and optimize support initiatives across multi-functional teams. The successful candidate will manage comprehensive project plans, drive system integration projects, and ensure successful delivery of outcomes.

With a focus on customer experience, you will leverage your Salesforce expertise, coordinate with global teams, and facilitate project governance. We offer a competitive benefits package, including a comprehensive HMO package and performance bonuses.

Competenze

• 6+ years of project management experience in Technical Support or IT.
• Strong knowledge of Salesforce Service Cloud.
• Experience with contact center technologies.

Mansioni

• Lead end-to-end project lifecycle for Support initiatives.
• Develop comprehensive project plans with risk mitigation.
• Identify opportunities to streamline workflows and optimize processes.

Conoscenze

Project management experience

Salesforce knowledge

Analytical skills

Communication skills

Budget and resource management

Formazione

PMP Certification

Six Sigma certification

Strumenti

Smartsheet

Monday.com

Microsoft Planner

Confluence

JIRA

Descrizione del lavoro

Responsibilities

Project Management & Delivery

• Lead end-to-end project lifecycle from intake and scoping through implementation and adoption for medium to large-scale Support initiatives.
• Define clear problem statements, project objectives, scope, success metrics, and business requirements for new or enhanced capabilities.
• Develop comprehensive project plans including timelines, resource allocation, risk mitigation strategies, and stakeholder communication plans.
• Manage project intake processes, prioritization frameworks, and portfolio reporting for the Innovation & Governance team.
• Drive projects to successful completion through proactive risk, issue, and dependency management.
• Facilitate project kickoffs, status meetings, steering committees, and post-implementation reviews.

Cross-Functional Collaboration & Stakeholder Management

• Partner with IT, Salesforce Admin teams, Engineering, Product Management, and business stakeholders to deliver integrated solutions.
• Navigate ambiguous requirements and competing priorities while maintaining clear communication and alignment.
• Facilitate decision-making across multiple stakeholders including senior leadership, technical teams, and frontline operations.
• Build strong relationships with global support leadership to understand strategic priorities and pain points.
• Coordinate with distributed team members across US, Manila, and Sofia time zones.

Process Improvement & Governance

• Identify opportunities to streamline workflows, eliminate inefficiencies, and optimize existing processes.
• Develop and maintain PMO standards, templates, frameworks, and best practices.
• Create comprehensive project documentation including charters, status reports, change logs, and lessons learned.
• Establish governance frameworks for system changes, ensuring proper approval workflows and change management.
• Support organizational change management efforts for new tool rollouts, process changes, and capability launches.

Systems & Technology Projects

• Lead Salesforce enhancement projects including workflow automation, integration implementations, and configuration changes.
• Manage AI initiative projects such as chatbot implementations, intelligent routing, and automation solutions.
• Oversee contact center optimization projects including IVR design, call routing improvements, and queue management.
• Drive system integration projects connecting Salesforce with telephony platforms, knowledge bases, workforce management tools, and customer portals.
• Support technology vendor evaluations, proof-of-concept pilots, and implementation planning.

Reporting & Analysis

• Track project health metrics, milestones, budget utilization, and resource allocation.
• Provide regular status updates and executive reporting on portfolio performance.
• Analyze project outcomes and ROI to inform future investment decisions.
• Maintain project repositories and ensure proper documentation of deliverables.

Qualifications

• 6+ years of project management experience, preferably in Technical Support, Customer Experience, or IT environments.
• PMP Certification and/or Six Sigma certification with proven track record delivering outcomes.
• Strong Salesforce knowledge including Service Cloud, case management, workflows, and system integrations.
• Extensive experience with project management tools - specifically Smartsheet, Monday.com, or Microsoft Planner (5+ years administration preferred).
• Proven ability to manage multiple concurrent projects in ambiguous, fast-paced environments.
• Experience with contact center technologies including IVR systems, telephony platforms, chat/messaging tools, knowledge bases, and workforce management systems.
• Demonstrated expertise in risk, issue, and dependency management with ability to anticipate and mitigate project blockers.
• Budget and resource management experience including headcount planning and vendor management.
• Strong analytical skills with ability to translate data into actionable insights and recommendations.
• Exceptional communication skills – verbal, written, and presentation – with ability to effectively engage both technical and business audiences.
• Leadership experience guiding cross-functional teams and driving accountability without direct authority.
• Self‑starter mentality with ability to work independently, prioritize effectively, and drive results with minimal supervision.
• Availability to work MNL hours (night or mid‑shift alignment with US teams).

Desired Qualifications

• Experience in SaaS or UCaaS environments.
• Background in Technical Support Operations or Customer Care organizations.
• Familiarity with Agile, Scrum, and SDLC methodologies.
• Experience with AI/automation initiatives or intelligent contact center solutions.
• Knowledge of ITIL framework and IT service management best practices.
• Proficiency with Confluence, JIRA, and documentation management.
• Experience developing customer satisfaction programs and measuring impact on CSAT/NPS metrics.
• Change management certification or formal training.
• Experience with business case development, ROI analysis, and executive presentations.

What we Offer

• Comprehensive HMO package (medical and dental)
• Paid time off and paid sick leave
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.