Description

We are seeking a talented CX (Customer Experience) Project Manager to join our team in Riyadh, Saudi Arabia. As a CX Project Manager, you will be responsible for overseeing and managing projects aimed at improving our customers' experience across various touchpoints. Your primary goal will be to ensure that all projects are delivered on time, within scope, and within budget while meeting or exceeding customer expectations.

Responsibilities: 

1. Project Planning and Execution: Lead the planning, execution, and delivery of CX projects from initiation to completion. Define project scope, goals, and deliverables in collaboration with stakeholders.

2. Stakeholder Management: Collaborate closely with cross-functional teams, including marketing, product development, sales, and customer support, to ensure alignment and successful project outcomes.

3. Resource Allocation: Allocate resources effectively and efficiently to ensure project success. This includes managing budgets, timelines, and personnel.

4. Risk Management: Identify and mitigate risks that may impact project timelines or outcomes. Develop contingency plans as needed to address unforeseen challenges.

5. Metrics and Reporting: Define key performance indicators (KPIs) and metrics to measure the success of CX projects. Regularly report on project progress to stakeholders and senior management.

6. Continuous Improvement: Drive a culture of continuous improvement by analyzing customer feedback, identifying areas for enhancement, and implementing process improvements to optimize the customer experience.

7. Quality Assurance: Ensure that all deliverables meet high-quality standards and align with the organization's brand and customer experience goals.

Skills

Requirements

• Bachelor's degree in IT or related field. 
• Minimum 4 years of experience in contact centers management or related field. 
• PMP certification is preferred. 

Skills:

- Strong understanding of CX principles and best practices.

- Excellent communication, leadership, and interpersonal skills.

- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

- Proficiency in project management tools and software.

- Strong analytical and problem-solving skills. 

- Excellent attention to detail.