Senior CX System & Project Manager

What you’ll Do:

• Lead and manage 2 CXT squads, ensuring delivery of high-impact projects that utilize Salesforce (Service & Sales Cloud), Telephony, and CX-owned platforms to create measurable business value

• Act as the project owner and driver: prioritize tasks, assess business impact, and present outcomes to senior leadership

• Work as a business analyst to gather user requirements, recommend solutions, and ensure end-to-end delivery with proper sign-off and post-implementation satisfaction surveys

• Be the first-tier contact for internal users on CX platforms; manage user requests, build appropriate call trees, handle incident management, root cause analysis (RCA), and ensure proper BCP execution

• Allocate and manage team resources (4–6 headcount); shuffle workload as needed to maximize productivity

• Manage external vendors with a strong sense of ownership and accountability — provide feedback, set expectations, and track performance closely

• Monitor system availability and ensure business continuity with minimal downtime, aligned with business SLAs

• Collaborate closely with product managers and engineering teams; help assess business impact and influence tech delivery priorities as a functional product owner

What you’ll Need:

• Proven experience working with Salesforce (Service Cloud and/or Sales Cloud)

• Solid understanding of customer service systems and operational flows 3+ years experience as a Project Manager with recognized certifications (e.g., PMP, Agile, Scrum Master)

• Strong decision-making skills with a bias for action and clarity under pressure

• Fast learner with strong business acumen able to quickly understand and respond to CX needs

• Hands-on experience managing teams (4–6 people) and driving outcomes through others

• Proactive, energetic, and always a few steps ahead of your manager (HOD)

Preferred Skills:

• Project Management Certification (PMP, PRINCE2, or equivalent) is a plus.

• Experience in the CX industry or related field.

• Familiarity with agile methodologies and sprint management.

• Personality: Enjoys working with and leading a team.

• Behavior matters: Professional demeanor and positive interpersonal skills.

• Can-do attitude: Proactive and willing to take initiative.