Senior Remote Customer Service Project Manager Principal Process

• Senior Remote Customer Service Project Manager Principal Process Improvement & CrossFunctional Program Leadership
• Company: Zendesk
• Job Location: Remote (Work from home), India
• Employment Type: Full-time
• Experience Required: 3 - 5 years
• Salary: $23$36 an hour
• About careerpulse

Welcome to careerpulse, a global leader in innovative customer experience solutions. With a portfolio that spans cuttingedge technology, datadriven insights, and a relentless focus on member satisfaction, careerpulse is redefining how businesses connect with their customers. Our mission is simple yet powerful: to empower organizations to deliver seamless, personalized experiences that drive loyalty, growth, and lasting impact.

At careerpulse, we believe that the heart of any great business is its peopleboth employees and customers. Thats why we cultivate a culture of collaboration, curiosity, and continuous learning. Whether youre a seasoned professional or an emerging talent, youll find a supportive environment where your ideas are heard, your growth is accelerated, and your contributions make a real difference.

Position Overview

We are seeking a highly motivated

Senior Remote Customer Service Project Manager Principalto join our dynamic Customer Service organization. In this role, you will partner with crossfunctional teamsincluding CS Operations, Workforce Management, Training, and Technologyto design, execute, and deliver largescale process and tool improvements that elevate the member experience.

As a Principal Project Manager, you will own the full project lifecycle, from initiation through closeout, ensuring that every initiative is delivered on time, within scope, and aligned with careerpulses strategic objectives. Your leadership will be instrumental in driving operational excellence, fostering a culture of continuous improvement, and enabling our customer service teams to thrive in a fastpaced, remote-first environment.

• Key Responsibilities
• Strategic Program Leadership:Own and manage a portfolio of medium to large crossfunctional programs that directly impact customer service operations and member satisfaction.
• Project Planning & Execution:Develop comprehensive project plans, including task breakdowns, ownership assignments, timelines, risk assessments, and dependency mapping.
• Stakeholder Management:Facilitate regular program updates, kickoff meetings, status checkins, and Go/NoGo reviews to keep all stakeholders aligned and informed.

Process & Tool Optimization:Collaborate with CS Tools & Technology, Operations, and Training teams to identify, design, and implement process improvements and new tool capabilities.

Launch Readiness & Change Management:Assess launch readiness, develop launch plans, and coordinate change management activities to ensure smooth adoption across the organization.

• DataDriven Decision Making:Leverage analytics and customer feedback to identify improvement opportunities, track program performance, and report on key metrics.
• Backlog Management:Own the CS intake portal, prioritize technical development requests, and maintain a clear backlog that reflects business impact and resource availability.
• Risk & Dependency Management:Identify potential risks, develop mitigation strategies, and proactively manage dependencies to keep projects on track.
• Continuous Improvement:Capture lessons learned, document best practices, and share insights across the organization to drive a culture of learning.
• Essential Qualifications
• Bachelors degree in Business, Information Systems, or a related field.
• 35 years of proven project or program management experience, preferably within customer experience or service operations.
• Strong understanding of customer service practices, principles, and metrics.
• Demonstrated ability to manage multiple, competing priorities in a fastpaced, remote environment.
• Excellent written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
• Proficiency with project management tools (e.g., Jira, Asana, MS Project) and data visualization platforms (e.g., Power BI, Tableau).
• Experience leading crossfunctional teams and driving endtoend project delivery.
• Analytical mindset with a track record of using data to solve business problems and drive process improvements.
• Strong listening skills and a collaborative approach to problem solving.
• Preferred Qualifications
• Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification.
• Experience with Agile and Waterfall methodologies.
• Background in ecommerce or retail customer service environments.
• Knowledge of workforce management systems and scheduling tools.
• Experience with change management frameworks (e.g., .