Project Manager

Responsibilities

• Lead the end-to-end project lifecycle for medium to large-scale Support initiatives, from scoping to implementation.
• Define project objectives, success metrics, business requirements, and comprehensive project plans.
• Manage project intake, prioritization frameworks, and portfolio reporting for the Innovation & Governance team.
• Partner with IT, Salesforce Admin, Engineering, and Product teams to deliver integrated technical solutions.
• Drive Salesforce enhancement projects, including workflow automation and system integrations.
• Oversee AI initiative projects such as chatbot implementations and intelligent routing solutions.
• Manage contact center optimization projects involving IVR design and call routing improvements.
• Identify opportunities to streamline workflows and establish governance frameworks for system changes.
• Track project health metrics, budget utilization, and resource allocation while providing executive reporting.

Requirements

• 6+ years of project management experience, preferably in Technical Support, Customer Experience, or IT environments.
• PMP Certification and/or Six Sigma certification.
• Strong Salesforce knowledge, including Service Cloud, case management, and workflows.
• Extensive experience with project management tools such as Smartsheet, Monday.com, or Microsoft Planner.
• Experience with contact center technologies (IVR, telephony platforms, chat/messaging tools, and WFM systems).
• Proven ability to manage multiple concurrent projects in fast-paced, ambiguous environments.
• Exceptional communication skills with the ability to engage both technical and business audiences.
• Availability to work MNL hours (night or mid-shift alignment with US teams).

Preferred Qualifications

• Experience in SaaS or UCaaS environments.
• Background in Technical Support Operations or Customer Care organizations.
• Familiarity with Agile, Scrum, and SDLC methodologies.
• Experience with AI/automation initiatives or intelligent contact center solutions.
• Knowledge of ITIL framework and IT service management best practices.

Benefits

• Comprehensive HMO package (medical and dental).
• Paid time off and paid sick leave.
• Quarterly Performance Bonus.
• Employee Assistance and Wellness Programs.

About the Company

Acquire Asia Pacific Philippines Inc. (Acquire BPO) is an award-winning global business outsourcer. We partner with RingCentral, a leading provider of cloud-unified communications and AI-powered contact center solutions, to deliver intelligent support and back-office functions for global businesses.