Customer Service Project Manager

Holool Aloula (NCBS National Company for Business Solutions); Jeddah; In loco; SAR 167.000 - 335.000; Tempo pieno

Descrizione del lavoro

Unknown company in Jeddah is seeking a Customer Service Project Manager to plan, implement, and manage customer service projects aimed at enhancing customer experience and ensuring smooth front-line delivery.

Responsibilities include mobilization, staffing, training, and coordinating with Operations, HR, IT, Facilities, and Training to ensure readiness and service excellence.

Competenze

• Bachelor's degree in Business Administration, Management, Hospitality, or a related field.
• 4+ years of experience in customer service, customer experience, service operations, or project management.
• Experience managing customer-facing operations or service delivery projects.
• Experience in mobilization, operational readiness, or service improvement projects.
• Strong stakeholder and client management skills.
• Strong communication, organizational, and problem-solving skills.
• PMP or equivalent project management certification is preferred.

Mansioni

• Lead customer service projects from planning and mobilization through implementation and operational handover.
• Develop and implement customer service processes, procedures, and service standards.
• Coordinate the readiness of front-line teams, including staffing, training, scheduling, and operational requirements.
• Ensure customers receive accurate guidance, support, and assistance throughout their service journey.
• Monitor on-floor service delivery and ensure compliance with established customer experience standards.
• Coordinate with Operations, HR, Training, Facilities, IT, and other supporting functions to ensure operational readiness.
• Monitor customer service KPIs, SLAs, customer feedback, and overall service performance.
• Identify service gaps and implement corrective actions and continuous improvement initiatives.
• Manage customer flow, service coordination, and operational requirements to maintain an organized customer experience.
• Act as a key point of contact for clients and stakeholders throughout project implementation.
• Conduct regular operational reviews and site visits to assess service quality and identify improvement opportunities.
• Prepare project reports, performance updates, and management presentations.
• Manage project risks, issues, dependencies, and changes affecting customer service delivery.
• Ensure a smooth transition from project implementation to ongoing operations.

Conoscenze

Stakeholder management

Client management

Communication

Organizational skills

Problem solving

Formazione

Bachelor's degree in Business Administration/Management

Descrizione del lavoro

The Customer Service Project Manager is responsible for planning, implementing, and managing customer service projects focused on enhancing the customer experience and ensuring smooth front-line service delivery. The role oversees service standards, customer guidance processes, team readiness, and operational coordination while ensuring consistent and efficient service delivery.

Key Responsibilities

• Lead customer service projects from planning and mobilization through implementation and operational handover.
• Develop and implement customer service processes, procedures, and service standards.
• Coordinate the readiness of front-line teams, including staffing, training, scheduling, and operational requirements.
• Ensure customers receive accurate guidance, support, and assistance throughout their service journey.
• Monitor on-floor service delivery and ensure compliance with established customer experience standards.
• Coordinate with Operations, HR, Training, Facilities, IT, and other supporting functions to ensure operational readiness.
• Monitor customer service KPIs, SLAs, customer feedback, and overall service performance.
• Identify service gaps and implement corrective actions and continuous improvement initiatives.
• Manage customer flow, service coordination, and operational requirements to maintain an organized customer experience.
• Act as a key point of contact for clients and stakeholders throughout project implementation.
• Conduct regular operational reviews and site visits to assess service quality and identify improvement opportunities.
• Prepare project reports, performance updates, and management presentations.
• Manage project risks, issues, dependencies, and changes affecting customer service delivery.
• Ensure a smooth transition from project implementation to ongoing operations.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Management, Hospitality, or a related field.
• 4+ years of experience in customer service, customer experience, service operations, or project management.
• Experience managing customer-facing operations or service delivery projects.
• Experience in mobilization, operational readiness, or service improvement projects.
• Strong stakeholder and client management skills.
• Strong communication, organizational, and problem-solving skills.
• PMP or equivalent project management certification is preferred.