Customer Support Senior Project Manager

We are hiring for a Customer Support Senior Project Manager either in our Tallinn or in our Budapest office.

Your mission as a Customer Support Senior Project Manager is to implement new requirements/updates to customer access strategy including new product launches, languages and channels, and managing project pipeline and implementation success.

You would be developing an overall project plan based on the company policies and procedures, including identifying milestones and deadlines, coordinating with other team members to make sure that all aspects of the project are completed on time, managing the project schedule to ensure that milestones are met and deadlines are not missed.

You would be creating reports about project status and progress for upper management, including updates on issues that have been identified, reviewing project plans to determine feasibility, scope of work required, and potential risks involved. You would own the delivery of all aspects of the project, from planning through completion to ensure that it meets requirements and objectives.

This role will give you the opportunity to:

• Ensure the following KPIs are within the target for the teams: project schedule adherence (measured in deviation), estimate to project completion, current development backlog vs planned, current resource allocation;
• Implement new requirements/updates to customer access strategy including, new product launches, languages and channels;
• Own the project pipeline and implementation success;
• Develop an overall project plan based on the company policies and procedures, including identifying milestones and deadlines;
• Coordinate with other team members to make sure that all aspects of the project are completed on time;
• Manage the project schedule to ensure that milestones are met and deadlines are not missed;
• Create reports about project status and progress for upper management, including updates on issues that have been identified;
• Review project plans to determine feasibility, scope of work required, and potential risks involved;
• Deliver of all aspects of a project, from planning through completion to ensure that it meets requirements and objectives;
• Ensure Customer Support Operations Projects and Implementation team engagement and motivation;
• Ensure the Customer Support Operations Projects and Implementation team is equipped with all the necessary tools, trainings and support to perform their daily functions;
• Support Customer Support Operations Project Managers and Specialists in setting actionable goals that enable their growth in Wise.
• Ensure the collaboration between the various stakeholders (Workforce Management and Scheduling Team, Global Service Delivery Team, Vendor Management Team, Product Team) and the Support Squad (Global Customer Support)
• Represent the Customer Support Strategy and Implementation (CSSI) team in relevant meetings and planning sessions for launching, assessing, and managing projects;
• Own the team budget in the assigned team;
• Be accountable for full regulatory compliance and legal requirements of delivered projects and products.

Requirements

A bit about you:

• You have at least 4+ years of experience in Customer Service;
• You have Project Management Experience - at least 3 years of managing and launching global projects;
• You have great people management skills: you know how to influence and lead people, you’re good at conflict management and you’re a creative problem solver;
• You are a strong communicator: articulate, clear, strategic – with the ability to influence senior stakeholders;
• You are humble, comfortable operating with a level of uncertainty, keen to learn. You are firm and forceful when required.
• You have strong problem-solving, decision-making, and analytical skills to navigate complex situations and make data-driven decisions.
• You’re resilient and comfortable working independently in a fast paced environment where the day to day job differs.
• You are hands-on, a strong influencer, stakeholder manager, great at execution, and focussed on the detail.