IT PROJECT MANAGER

KEY RESPONSIBILITIES

• SOP Management: Develop, review, and maintain customer service Standard Operating Procedures (SOPs) to ensure consistent and high-quality service delivery across the organization.
• Cross-Department Collaboration: Facilitate effective communication with the Product Team and ensure timely dissemination of product updates to Customer Service, Training, and other internal teams.
• Feedback Management: Gather and analyze customer service feedback, then collaborate with the Product team to identify and implement effective solutions.
• Quality Assurance: Monitor daily customer service chat quality, proactively identify potential issues, and recommend improvements to enhance overall service performance.
• Content Management: Maintain and update the official FAQ and other customer-facing documentation to ensure accuracy and relevance.

REQUIREMENTS

• 3–5 years of experience in Project Management or Operations, preferably within Customer Service, Product Management, or related environments.
• Strong documentation and presentation skills with exceptional attention to detail.
• Excellent verbal and written communication skills, with the ability to build and maintain effective relationships across cross-functional teams.
• Proven experience in developing, documenting, and managing Standard Operating Procedures (SOPs).
• Strong analytical thinking with the ability to identify issues and deliver practical solutions in a fast-paced environment.
• Collaborative, adaptable, and able to work effectively with cross-functional teams.