Project Manager || Airlines Experience - 1 year Contract

JOB DESCRIPTION - PROJECT MANAGER - AIRLINES EXPERIENCE (1 YEAR - CONTRACT)

Role Summary

We are seeking an experienced Project Manager to support and execute key initiatives within the Customer Care Transformation (CCT) program. The ideal candidate will have a strong background in project management, especially within customer care and contact center operations, with a focus on driving digital transformation initiatives like AI, automated workflows, and modern cloud-based technologies.

What You Would Be Doing?

• Project Planning & Execution: Develop and oversee comprehensive project plans to ensure successful implementation and timely delivery of technology solutions (AI-driven chatbots, automated workflows). Coordinate people, processes, and technology dependencies across the program.
• Cross-Functional Team Leadership: Guide and influence cross-functional teams, ensuring high-quality implementation of initiatives to meet KPIs and desired outcomes.
• Stakeholder Collaboration: Partner with IT, Operations, Corporate Training, and OCM teams to align objectives and ensure seamless integration of new technologies into daily operations.
• Risk Management: Proactively identify potential project risks, developing and implementing mitigation strategies to ensure successful project outcomes.
• Performance Monitoring: Track and report on project progress, challenges, and outcomes to senior management. Recommend corrective actions to ensure targets are met.
• Continuous Improvement: Identify opportunities to enhance processes and technology solutions to drive efficiency and improve the customer experience. Assess the progress of technological capabilities and suggest necessary improvements.
• Vendor Management: Work with external vendors like Genesys, AWS, Microsoft, and others to ensure successful deployment and performance of cloud-based contact center solutions.

Qualifications:

• Education: Bachelors degree in business administration, management, or a related field.
• Experience: Minimum 5 years of experience in project management, with a proven track record of successful delivery in digital enablement within Contact Centers and/or Customer Care.
• Skills:
• Strong communication skills with the ability to partner effectively with multiple stakeholders.
• Experience with modern cloud-based contact center technologies (CCaaS, AI, chatbots) and their application in improving customer care operations.
• Proficiency in project management methodologies like Agile, Waterfall, and Hybrid.
• Ability to manage and prioritize multiple projects under tight deadlines.
• Exceptional organizational skills with a results-driven mindset.

What’s Expected:

• Leadership & Team Collaboration: Ability to effectively guide cross-functional teams and ensure successful implementation of technology solutions within the customer care space.
• Strategic Thinking: Ability to assess business challenges and design creative, effective solutions to improve operational efficiency.
• Vendor & Stakeholder Management: Manage vendor relationships and ensure alignment with client objectives, particularly in terms of new technology deployment and customer satisfaction.
• Technology Expertise: In-depth understanding of contact center technologies, workforce management, and quality management systems.

What Are You Signing Up For?

• Competitive salary and benefits package
• Health and wellness programs
• Career advancement opportunities
• Professional development and continuous learning
• Dynamic and collaborative work culture
• Work with cutting-edge technology in a rapidly evolving customer care landscape