Customer Experience Project Manager

About the Role

A prominent organization based in Riyadh, Saudi Arabia seeks a skilled Customer Experience (CX) Project Manager to oversee the planning, execution, and successful delivery of CX service initiatives. This position entails managing specific projects while ensuring alignment with organizational goals, keeping projects within defined timelines, budgets, and scope, and meeting stakeholder expectations with quality outputs.

Key Responsibilities

• Create detailed project plans outlining scope, timelines, milestones, deliverables, and required resources.
• Effectively allocate and manage project resources to maximize productivity and meet objectives.
• Perform risk assessments and implement strategies to mitigate potential project impediments.
• Ensure adherence to approved schedules, budgets, scope, and quality throughout project execution.
• Maintain comprehensive records of project progress, decisions, risks, and issues using project management tools.
• Generate and distribute regular reports, dashboards, and escalation documentation to relevant stakeholders.
• Supervise standards for project documentation and timely delivery of Certificates of Completion (CoC).
• Serve as the central liaison for all project stakeholders, maintaining clear and consistent communications.
• Plan and lead project meetings such as kick-offs, status updates, and lessons-learned sessions.
• Respond promptly to stakeholder concerns and ensure project goals align with their expectations.
• Mentor and provide guidance to project team members to boost performance and productivity.
• Track team output and resource use diligently.
• Spot opportunities for team training, development, and enhancing performance.
• Guarantee punctual publication of crucial leadership reports and dashboards.
• Lead special projects or tasks assigned directly by management.

Required Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Business Administration, Project Management, or related disciplines.
• A minimum of 3 years’ experience managing projects, ideally within the customer experience services domain.
• Preferred experience leading cross-functional teams.
• Experience in handling large-scale projects is advantageous.
• Strong familiarity with CX service frameworks and project delivery methodologies.
• Proficient in project management software and reporting systems.
• Deep understanding of project lifecycle aspects including planning, execution, risk management, documentation, and stakeholder communication.
• Excellent leadership and team coordination capabilities.
• Outstanding communication skills and stakeholder engagement proficiency.
• Experience collaborating with clients, vendors, suppliers, and internal teams.
• Robust analytical, problem-solving, follow-up, and reporting skills.

Preferred Additional Qualifications

• Certification such as PMP or PRINCE2 is desirable.
• Background in service delivery, CX operations, or technology-related project management is a plus.
• Familiarity with project governance, CoC procedures, and performance reporting is preferred.