Project Manager – Transformation (BPO/Shared Services), Quezon City

We are looking for an experienced Project Manager Transformation to support strategic initiatives and transformation programs within a BPO/shared services environment. This role works closely with the Senior Manager in planning, executing, and monitoring cross-functional projects that drive operational excellence and digital transformation. The ideal candidate has hands-on exposure to automation, speech analytics, AI technologies, and CCaaS enablement.

• Partner with the Senior Manager to define project objectives, deliverables, and success metrics
• Develop and maintain detailed project plans (timelines, budgets, resources)
• Coordinate cross-functional teams (Operations, IT, Quality, etc.)
• Conduct risk assessments and implement mitigation strategies
• Track project progress and provide stakeholder updates
• Document business requirements clearly and accurately
• Leverage automation, AI, speech analytics, and CCaaS tools to drive transformation outcomes
• Monitor post-implementation performance and recommend optimizations
• Support SOP documentation and best practice rollouts
• Drive continuous improvement initiatives

• Bachelors degree in Business, Industrial Engineering, IT, or related field
• Minimum 3 years of project management or operations experience in BPO/shared services (recent and relevant experience is mandatory)
• Familiarity with automation tools, AI technologies, speech analytics, and CCaaS platforms
• Proficiency in MS Project, JIRA, Smartsheet, or similar tools
• Strong organizational and stakeholder management skills
• Solid understanding of scope, risk, and stakeholder management

• PMP, PRINCE2, Scrum, or equivalent certification
• Experience in digital transformation and process optimization
• Exposure to operations, training, or quality functions

• Hybrid setup (12 days WFH per week)
• HMO coverage, including 3 eligible dependents upon hire