Customer Support Project Manager

Your mission as a B2C Customer Support Project Manager is to lead and execute projects in the SaaS and OTT industry, ensuring top-quality B2C customer support implementation. Collaborate with cross-functional teams, write detailed technical briefs, and navigate complex customer support and system integrations. Apply agile methodologies, gather and document project requirements, and solve challenges. Your focus is on improving CSAT, NPS, and Hi5 project timelines to enhance customer support processes. Embrace innovation, adaptability, and attention to detail to achieve exceptional customer experiences. Contribute to the company's continuous evolution to meet changing OTT industry needs, aligning with the vision set by your reporting manager.

• Project Planning and Management: Plan and execute internal and external customer support projects, ensuring that project objectives and timelines are met. Practice project management methodologies and agility to drive successful outcomes.
• Scope Definition: Define project scope clearly and comprehensively, and communicate any deviations from scope, proactively identifying and addressing challenges.
• Become an advocate of the Hi5 product, understanding its nuances and capabilities, and enabling yourself to be a valuable resource for project success.
• Risk Identification: Identify and assess project risks and take necessary steps to mitigate them. Be vocal about potential issues or obstacles that could affect project delivery.
• Effective Communication: Communicate project issues, challenges, and quality inconsistencies clearly and promptly to relevant stakeholders. Initiate discussions to resolve any issues during project execution.
• Organizational Skills: Organize and manage your tasks efficiently to support the Hi5 business and unlock its full potential.
• Time Management: Prioritize time management to ensure projects are executed within agreed timelines. Address delays or obstacles promptly and proactively.
• Adaptability and Continuous Improvement: Be open to change and innovation, consistently looking for ways to improve the status quo. Advocate for continuous improvement in project management and delivery processes.
• Documentation and Learning: Document project activities, decisions, and outcomes. Learn from mistakes and apply these lessons to future projects.
• Resourcefulness: Be resourceful and proactive in problem-solving, exploring new ideas and approaches to enhance project efficiency and quality.

• 3-5 years of proven experience as a Project Manager, leading and successfully delivering data-driven projects within a SaaS or technology-driven organization.
• Strong understanding of data-related concepts, technologies, and best practices, including data engineering, data analytics and data visualization.
• Proven experience in managing cross-functional teams and delivering successful software projects.
• Experience in translating complex requirements into clear and actionable product scopes and briefs.
• Strong understanding of software development life cycle, agile methodologies, and project management principles.
• Excellent problem-solving skills, with the ability to identify high-impact, low-effort solutions.
• Exceptional communication and interpersonal skills, enabling effective collaboration with internal teams and clients.
• Proficiency in creating and managing product roadmaps, priorities, and backlogs..
• A proactive, self-motivated individual with a strong sense of ownership and responsibility for their work.
• Highly adaptable and able to thrive in a fast-paced, dynamic environment.
• Detail-oriented, with a keen eye for quality and a focus on delivering exceptional user experiences.
• Client-centric mindset, dedicated to understanding and addressing clients' needs and expectations.

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.