Customer Service Project Manager

About the role

The Customer Service Project Manager leads initiatives that enhance the customer experience and ensures smooth front‑line service delivery. This role designs service standards, coordinates operational readiness and drives continuous improvement across customer‑facing functions.

Key responsibilities

• Lead customer service projects from planning through implementation and operational handover.
• Develop and implement service processes, procedures and standards.
• Coordinate front‑line team readiness, including staffing, training, scheduling and operational requirements.
• Ensure customers receive accurate guidance and support throughout their journey.
• Monitor on‑floor service delivery and compliance with experience standards.
• Collaborate with Operations, HR, Training, Facilities, IT and other functions to secure operational readiness.
• Track service KPIs, SLAs, customer feedback and overall performance, identifying gaps and driving continuous improvement.
• Manage customer flow, service coordination and operational requirements to maintain an organized experience.
• Act as primary contact for clients and stakeholders during project implementation.
• Conduct operational reviews and site visits to assess quality and recommend improvements.
• Prepare project reports, performance updates and management presentations.
• Manage project risks, issues, dependencies and changes affecting service delivery.
• Oversee smooth transition from project implementation to ongoing operations.

Required profile

• Bachelor’s degree in Business Administration, Management, Hospitality or a related field.
• At least 4 years of experience in customer service, experience management, service operations or project management.
• Proven experience managing customer‑facing operations or service delivery projects.
• Experience in mobilization, operational readiness or service improvement initiatives.
• Strong stakeholder and client management abilities.
• Excellent communication, organization and problem‑solving skills.
• PMP or equivalent project management certification preferred.