Service Excellence Project Manager

Job summary

The role involves leading strategic projects to enhance Customer Service across global markets by implementing standardized processes, digital solutions, and AI-driven improvements. The position focuses on developing frameworks and best practices to ensure service excellence and operational efficiency.

Qualifications

• Relevant commercial master's degree.
• Approximately five years of experience in a similar commercial role within a larger international organization.
• Proven track record in driving service excellence and developing commercial initiatives.

Responsibilities

• Identify opportunities to improve global support through enhanced workflows and AI solutions.
• Define standards for customer service excellence.
• Collaborate with local teams to develop and implement service models tailored to market needs.
• Drive the adoption of global service solutions for consistent delivery.
• Implement performance tracking frameworks with KPIs and customer satisfaction metrics.
• Facilitate global Communities of Practice to enhance collaboration.

Skills

• Strong stakeholder management and influencing skills.
• Data-driven mindset with the ability to translate insights into actionable improvements.
• Excellent communication and presentation skills.

Education

• Master's degree in a relevant commercial field.

Tools

• Experience with Salesforce Service Cloud, Power BI, or similar platforms.