Project Manager – Transformation (BPO/Shared Services)

Gratitude Philippines; Quezon City; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid setup (1–2 days WFH per week)

HMO coverage for eligible dependents

Job summary

A leading BPO company in Metro Manila is seeking an experienced Project Manager – Transformation to support strategic initiatives. You will work closely with the Senior Manager to plan and execute cross-functional projects, driving operational excellence and digital transformation. The ideal candidate will have a strong background in project management within a BPO/shared services environment and familiarity with automation and AI tools. This role offers a hybrid work setup and competitive benefits.

Qualifications

• Minimum 3 years of project management or operations experience in BPO/shared services.
• Familiarity with automation tools, AI technologies, speech analytics, and CCaaS platforms.
• Solid understanding of scope, risk, and stakeholder management.
• Proficiency in MS Project, JIRA, Smartsheet, or similar tools.
• Strong organizational and stakeholder management skills.
• Solid understanding of scope, risk, and stakeholder management.

Responsibilities

• Partner with the Senior Manager to define project objectives and deliverables.
• Develop and maintain detailed project plans including timelines and budgets.
• Coordinate cross-functional teams for effective project execution.
• Conduct risk assessments and implement mitigation strategies.
• Track project progress and provide updates to stakeholders.
• Document business requirements clearly and accurately.
• Leverage automation, AI, speech analytics, and CCaaS tools to drive transformation outcomes.
• Monitor post-implementation performance and recommend optimizations.
• Support SOP documentation and best practice rollouts.
• Drive continuous improvement initiatives.

Skills

Project management

Stakeholder management

Organizational skills

Automation tools

AI technologies

Speech analytics

CCaaS platforms

Automation

AI technologies

Speech analytics

CCaaS

Education

Bachelor’s degree in Business, Industrial Engineering, IT, or related field

Industrial Engineering

IT or related field

Tools

MS Project

JIRA

Smartsheet

Job description

Description

We are looking for an experienced Project Manager – Transformation to support strategic initiatives and transformation programs within a BPO/shared services environment. This role works closely with the Senior Manager in planning, executing, and monitoring cross-functional projects that drive operational excellence and digital transformation. The ideal candidate has hands-on exposure to automation, speech analytics, AI technologies, and CCaaS enablement.

• Partner with the Senior Manager to define project objectives, deliverables, and success metrics
• Develop and maintain detailed project plans (timelines, budgets, resources)
• Coordinate cross-functional teams (Operations, IT, Quality, etc.)
• Conduct risk assessments and implement mitigation strategies
• Track project progress and provide stakeholder updates
• Document business requirements clearly and accurately
• Leverage automation, AI, speech analytics, and CCaaS tools to drive transformation outcomes
• Monitor post-implementation performance and recommend optimizations
• Support SOP documentation and best practice rollouts
• Drive continuous improvement initiatives

Requirements

• Bachelor’s degree in Business, Industrial Engineering, IT, or related field
• Minimum 3 years of project management or operations experience in BPO/shared services (recent and relevant experience is mandatory)
• Familiarity with automation tools, AI technologies, speech analytics, and CCaaS platforms
• Proficiency in MS Project, JIRA, Smartsheet, or similar tools
• Strong organizational and stakeholder management skills
• Solid understanding of scope, risk, and stakeholder management

Preferred Qualifications

• PMP, PRINCE2, Scrum, or equivalent certification
• Experience in digital transformation and process optimization
• Exposure to operations, training, or quality functions

What We Offer

• Hybrid setup (1–2 days WFH per week)
• HMO coverage, including 3 eligible dependents upon hire