Own projects end-to-end: Scope the issue, size the impact, align stakeholders on expectations and timelines, structure delivery, and confirm post-launch that your KPIs were hit — and that no parallel metrics were degraded.
Work across the entire ops ecosystem: Collaborate with CC agents, team leads, BPO factory heads, and transversal teams (legal, compliance, data, growth) depending on the project.
Build PM skills across your team: Support teammates from varied backgrounds in developing project management capabilities, contributing to a shared learning culture.
Maintain the impact you've shipped: Monitor and iterate on previously launched initiatives (~20% of your time) to ensure they keep delivering as designed.
Stay close to production reality: Do one customer care ticket per week — understanding what CC agents live daily is non-negotiable in this role.

Hands-on ops or PM experience: You've spent 2–3 years in operations, project management, consulting, or a management role
fintech, banking, or consulting backgrounds are a plus.
Strategic thinking meets impact accountability: You connect projects to business outcomes, articulate 360° impact (cost, compliance, CX), and stay accountable for results long after launch.
Project leadership without formal authority: You've run complex, multi-stakeholder projects end-to-end
governance, dependencies, timelines
without relying on a reporting line to make things move.
Data fluency and operational depth: You're comfortable with structured analysis and business modelling in Excel, Sheets, or SQL, and not afraid to deep-dive into processes or data to unblock delivery.
AI-open mindset: You use or are genuinely curious about AI tools to work faster, think sharper, and make better decisions.

Full ownership, start to finish: You own initiatives all the way to field confirmation
you'll always know exactly what you shipped and whether it worked.
Receptive, engaged partners: CC and BPO teams are genuinely collaborative
less friction, more execution.
Fast iteration cycles: Ops projects move from scoping to delivery quickly
you'll learn and iterate faster here than in most teams.
Real career optionality: Strong performance opens doors to PM roles across departments, factory team lead positions, or Product Manager tracks (e.g. AI tooling for customer ops).

Operations Project Manager – Customer Care

Key skills