Project Manager - Salesforce or AWS expertise (Remote, PHILIPPINES)

📋 Description

• • Own the full project lifecycle for Global Customer Care initiatives at First Advantage, translating complex business needs into clear, prioritized deliverables that improve customer experience and operational efficiency.
• • Act as the single point of accountability for project scope, schedule, budget, and quality; create and maintain living project charters, roadmaps, and risk registers that keep every stakeholder aligned from kickoff to post-implementation review.
• • Facilitate Agile ceremonies—including sprint planning, daily stand-ups, sprint reviews, and retrospectives—using Kanban or Scrum boards in Jira to ensure transparent progress tracking and continuous improvement for cross-functional teams of developers, QA, product owners, and business SMEs.
• • Translate voice-of-customer insights and business pain points into crisp user stories, acceptance criteria, and process maps; drive backlog grooming sessions so that engineering teams always have a clear, prioritized queue of work that maps directly to strategic KPIs such as CSAT, FCR, and AHT.
• • Partner with IT, Product, and Customer Care leadership to design and implement system enhancements on CRM, WFM, telephony, and knowledge-base platforms; lead UAT cycles, coordinate change-management activities, and deliver hyper-care support to guarantee smooth go-lives.
• • Leverage data to validate assumptions and measure impact: write ad-hoc SQL queries, build Excel dashboards, and present findings that quantify ROI, identify bottlenecks, and justify future investment in automation or self-service capabilities.
• • Champion a culture of continuous improvement by documenting current-state workflows, identifying gaps, and proposing future-state designs that reduce manual effort, eliminate redundancy, and elevate the agent and customer experience.
• • Manage vendor relationships and third-party integrations—especially Salesforce Service Cloud and Amazon Connect—ensuring that configuration, customization, and API work meet security, scalability, and performance standards.
• • Provide executive-level visibility through concise status reports, milestone reviews, and live demos; tailor communication style to technical contributors, operational leaders, and C-suite sponsors alike, ensuring decisions are data-driven and risks are escalated early.
• • Mentor junior project coordinators and business analysts by sharing best practices in Agile delivery, stakeholder management, and documentation standards, thereby scaling project-management excellence across the broader Customer Care organization.
• • Uphold First Advantage’s commitment to diversity, equity, and inclusion by fostering psychologically safe team environments where every voice is heard and every idea is evaluated on merit.
• • Maintain a secure, distraction-free remote workspace with hard-wired internet (minimum 120 Mbps down / 10 Mbps up) and participate in on-camera training sessions, leadership meetings, and client calls—occasionally traveling for team-building events or strategic planning workshops.
• • Embrace night-shift coverage that aligns with US business hours, ensuring real-time collaboration with global stakeholders and rapid incident response when Customer Care operations demand it.