Project Manager, Service Delivery

Job Description

(1) Program & Transformation Management

• Lead the planning and execution of large-scale COE transformation initiatives across multiple regions and functions.

• Drive end-to-end program management, including: initiative planning, cross-functional alignment, milestone tracking, risk management, launch readiness, post-launch hypercare stabilization

• Ensure successful delivery of initiatives such as: footprint management across COE and BPO teams, operational harmonization across regions, large-scale process transitions and team migrations.

• Drive accountability across stakeholders to ensure timelines, deliverables, and operational outcomes are met.

(2) Operational Design & Process Standardization

• Support the design and implementation of scalable operational frameworks and standardized processes across the COE.

• Work with operational leaders to: identify inefficiencies or operational gaps, define improved operating models, implement governance structures.

• Ensure new processes are operationally viable, scalable, and aligned with regional operational needs.

(3) Stakeholder & Cross-Functional Management

• Act as a key coordination point across multiple operational functions, including Operations, Workforce Management, Product, OPEX, Training, and BPO partners.

• Facilitate alignment across stakeholders to: resolve operational blockers, drive decision making, ensure consistent execution across teams and regions.

• Communicate program updates, risks, and outcomes clearly to leadership and key stakeholders.

(4) Performance Monitoring & Operational Insights

• Track and analyze operational performance during and after transformation initiatives.

• Use insights to identify improvement opportunities and support data-driven decision making.

(5) Change Management & Launch Readiness

• Support the successful rollout of new operational models by ensuring strong change management and launch readiness.

• Coordinate with relevant teams on: communications planning, operational readiness, training alignment, stakeholder enablement.

• Ensure teams are well prepared to adopt new processes and operating models.

• Ensure transparency and alignment across large-scale transformation initiatives.

Qualifications

• 5+ years of experience in program management, operations transformation, or process optimization, ideally within a service operations or COE environment.

• Strong experience managing complex operational projects with multiple workstreams and dependencies.

• Demonstrated ability to translate operational challenges into structured solutions and scalable frameworks.

• Strong analytical and problem-solving skills with the ability to interpret operational data and generate actionable insights.

• Experience working with BPO operations, service operations, or large-scale operational environments is highly preferred.

• Excellent stakeholder management and communication skills, with the ability to engage both operational teams and senior leadership.

• Experience with project management tools and methodologies (, Asana, Jira, Monday, or similar).

• Strong organizational skills with the ability to manage multiple concurrent initiatives in fast-paced environments.