Hybrid PM – Customer Experience Operations

SpotOn; Kraków; Hybrid; PLN 94,000 - 117,000; Full time

Benefits offered by this job

Private healthcare

Learning platform access

Lunch subsidies

Relocation package within Poland

PlayStation chill-out room

Job summary

SpotOn Kraków is seeking a Project Manager to lead end-to-end initiatives within the Client Experience organization. You will define scope, timelines, and deliverables, while maintaining thorough documentation and reporting to stakeholders.

Ideal candidates have 3+ years in management within CX, be able to analyze data for actionable improvements, and work a 2 PM–10 PM CET shift in a hybrid Kraków office. Proficiency with Asana/Jira/Monday.com is preferred.

Qualifications

• 3+ years of management experience in a Customer Experience environment.
• Willing to come into Kraków office 3 times per week.
• Willing to work the afternoon shift (2 PM to 10 PM CET).
• Ability to analyze data and translate insights into actionable improvements.
• Proficiency in project management tools (Asana, Jira, Monday.com, Smartsheet, Confluence).
• Strong communication skills, with the ability to influence stakeholders at all levels.
• Self-starter with a problem-solving mindset and a strong sense of ownership.

Responsibilities

• Lead end-to-end project execution for all initiatives impacting the client experience organization, ensuring timely delivery.
• Define project scope, timelines, and deliverables, aligning with business objectives.
• Develop and maintain project documentation, including roadmaps, status reports, and risk assessments.
• Track and report on key project KPIs, such as milestone adherence, process adoption, and efficiency improvements.
• Identify and implement process enhancements to improve Client Experience efficiency and customer resolution times.
• Work closely with leadership team to analyze pain points and develop scalable solutions.
• Ensure new processes align with SpotOn’s core values of agility, ownership, and collaboration.
• Partner with Client Experience, Product, Engineering teams to drive alignment on project goals.
• Facilitate cross-functional meetings to communicate progress, gather feedback, and address challenges.
• Develop and execute training and communication plans to ensure smooth adoption of process changes.

Skills

Management experience

Customer Experience

Data analysis

Communication

Ownership mindset

Cross-functional collaboration

Education

PMP certification

CAPM certification

Agile/Scrum certification

Tools

Asana

Jira

Monday.com

Smartsheet

Confluence

Job description

SpotOn Kraków is seeking a Project Manager to lead end-to-end initiatives within the Client Experience organization. You will define scope, timelines, and deliverables, while maintaining thorough documentation and reporting to stakeholders.

Ideal candidates have 3+ years in management within CX, be able to analyze data for actionable improvements, and work a 2 PM–10 PM CET shift in a hybrid Kraków office. Proficiency with Asana/Jira/Monday.com is preferred.