Project Lead
Hybrid · Manila, Metro Manila, Philippines
Job Summary
Design, implement, and manage Customer Success initiatives from problem definition through rollout, adoption, and iteration; define metrics to enhance customer satisfaction and retention. Scope projects, create clear documentation (playbooks, process guides, and visual aids) to achieve business outcomes. Align cross-functionally with CX, Marketing, Sales, Product, and Enablement to ensure CS initiatives support broader go-to-market priorities. Partner with Systems teams to enhance the CS technology stack and reporting. Establish robust communication channels to coordinate with regional and global Customer Experience teams and stakeholders. 3+ years of experience in Project Management, Operations, or a Strategic role within CS/Go-to-Market; ability to localize and scale operational processes; technological curiosity with experience in PM/CRM/design tools; AI experimentation is a plus; strong communication and cross-functional collaboration skills; proactive, results-driven mindset.
Required Qualifications
- 3+ years of experience in Project Management, Operations, or a Strategic role within a Customer Success, Customer Service or Go-to-Market organization
- Proven ability to localize and scale operational processes
- Technological curiosity with some experience with project management, customer relationship management, or design tools; Experimentation with AI features a plus
- Excellent verbal, written, and visual communication skills, with ability to articulate operational strategies and outcomes to senior leadership
- Demonstrated success in working cross-functionally and building strong, collaborative relationships with diverse teams
- A highly proactive and results-driven mindset with a focus on defining and improving operational processes and performance
- Work setup: Hybrid; Onsite Requirement: 3 days a week for the first 6 months, transitioning to 2 days a week upon regularization
- Shift: APAC
- Occasional flexibility in working hours to facilitate collaboration with international stakeholders
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