Customer Support Project Manager

6 дней назад

Киев, Киев, Украина Simply Contact Полный рабочий день

We are looking for a 
Project Manager who acts as a true Project Owner
 — a leader fully responsible for project performance, client satisfaction, and team success.

This role combines strategic thinking, operational excellence, and the ability to turn insights into measurable results.

Key Responsibilities:

Day-to-Day Operations & Performance Management

  • Ensure 
    consistent and high-quality delivery
     of project KPIs.
  • Analyze operational data, identify performance gaps, and 
    develop and implement improvement plans
    .
  • Lead the project team, taking full responsibility for both 
    external results and internal operations
    .
  • Manage workforce planning: recruitment, training, scheduling, and resource allocation.
  • Oversee project financials — control budgets, ensure cost efficiency, and prepare reports for internal and client use.
  • Maintain clear and timely communication within the team and with stakeholders.

Client Relationship & Partnership

  • Act as the 
    primary owner of the client relationship
     — not only participating in, but 
    leading and facilitating
     strategic meetings, Weekly/Monthly Business Reviews, and regular syncs.
  • Build 
    trust-based, partner-level relationships
     with key decision-makers.
  • Proactively manage client expectations, identify risks, and ensure 
    Key Client Satisfaction
     through transparency, reliability, and continuous improvement.

Strategic Management & Development

  • Define and execute the 
    long-term project strategy
    , fully aligned with client goals and company vision.
  • Identify and implement
     opportunities for scaling, process optimization, and innovation.
  • Translate strategic goals into actionable roadmaps with measurable outcomes.
  • Anticipate operational challenges and design preventive actions to ensure sustainable delivery.

Cross-functional Leadership

  • Collaborate effectively with internal departments — Operations, Training, QA, IT, and People teams.
  • Ensure alignment and smooth communication between client and internal teams.
  • Promote a culture of 
    ownership, accountability, and continuous improvement
     across the project.

Requirements:

  • 2+ years
     of experience as a Project Manager, Delivery Manager, or similar role in customer support, e-commerce, ride-hailing, or delivery projects.
  • Proven track record of 
    owning project results
     and managing large-scale operations.
  • Strong analytical mindset and ability to make 
    data-driven decisions
    .
  • Excellent communication, negotiation, and leadership skills.
  • Confident user of 
    MS Power Suite (Excel, Power BI, PowerPoint, Teams, etc.)
    .
  • English — Fluent / Advanced level
     (verbal and written) — communication with a British decision-maker and key stakeholders.

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