Customer Support Project Manager

Simply Contact is seeking a Project Manager to serve as a true Project Owner responsible for project performance, client satisfaction, and team success. This role combines strategic thinking, operational excellence, and the ability to deliver measurable results across large-scale operations.

• Ensure consistent and high-quality delivery of project KPIs and analyze operational data to identify performance gaps
• Lead the project team with full responsibility for external results and internal operations
• Manage workforce planning including recruitment, training, scheduling, and resource allocation
• Oversee project financials, control budgets, ensure cost efficiency, and prepare financial reports
• Maintain clear and timely communication within the team and with stakeholders
• Act as primary owner of client relationships, leading strategic meetings and Business Reviews
• Build trust-based partnerships with key decision-makers and manage client expectations
• Define and execute long-term project strategy aligned with client goals and company vision
• Identify opportunities for scaling, process optimization, and innovation
• Collaborate with Operations, Training, QA, IT, and People teams for cross-functional alignment

• 2+ years of experience as Project Manager, Delivery Manager, or similar role in customer support, e-commerce, ride-hailing, or delivery projects
• Proven track record of owning project results and managing large-scale operations
• Strong analytical mindset and ability to make data-driven decisions
• Excellent communication, negotiation, and leadership skills
• Confident user of MS Power Suite (Excel, Power BI, PowerPoint, Teams)
• Fluent/Advanced English level (verbal and written) with ability to communicate with British decision-makers and stakeholders

Not specified in posting