CX Project Manager

About Furlenco

Furlenco is a different furniture company. We enable the urban Indian to live better today in their homes, by giving them award-winning furniture and home decor with a basket of access to rent, buy, sell and buy back.

All of our furniture is designed in-house by experts. We don’t just give furniture. We provide decor, accessories and appliances as well. We have launched our first ever offline stores so that one can furnish their entire home, room or corner without traversing multiple stores or websites.

The Role:

We are looking for a highly organized, detail-oriented, and dynamic Project Manager to lead and drive all CX-related initiatives. This individual will serve as the critical nexus between the Customer Experience team and the Technology, Product, Finance, and Operations functions. The primary goal is to ensure that all projects aimed at improving customer satisfaction, efficiency, and metrics are delivered on time, within scope, and meet business objectives.

Key Responsibilities:

1. Project Management & Execution

● End-to-End Project Ownership: Define, plan, execute, and finalize projects according to strict deadlines and within budget, ensuring alignment with overall CX strategy.

● Cross-Functional Leadership: Be the primary point-of-contact for all CX projects involving the Tech and Product teams. Drive collaboration and communication to ensure shared understanding and accountability.

● Documentation & Requirements: Own the creation and management of detailed Business Requirements Documents (BRDs) for all new CX tools, platform enhancements, and operational process improvements.

● Process Implementation: Manage the change and rollout process for new features or tools across the CX and Operations teams, including training and post-launch monitoring.

2. Communication & Stakeholder Management

● Reporting & Tracking: Establish and maintain robust tracking mechanisms to monitor project progress, identify potential risks, and communicate status updates effectively to CX leadership and cross-functional partners.

● Meeting Facilitation: Conduct regular project meetings, scrums, and follow-ups with Tech and Product teams to unblock dependencies and ensure timely follow-up and project momentum.

● Stakeholder Alignment: Ensure alignment between CX goals and the Product/Tech roadmap, advocating for CX priorities based on data and customer impact.

3. Metrics & Operations Focus

● Operational Deep-Dive: Work closely with the Operations teams to monitor, analyze, and drive improvements in key customer metrics such as NPS , CSAT , First Contact Resolution

● , and Average Handle Time (AHT).

● Data-Driven Prioritization: Use customer feedback, operational data, and root cause analysis to identify systemic issues and translate them into actionable projects for the Tech/Product teams.

● Efficiency and Automation: Identify opportunities for automation and process optimization within the CX ecosystem to improve agent efficiency and customer experience at scale.

Required Qualifications

● Experience: 3+ years of experience in Project Management, preferably in an E-commerce, Tech, or B2C environment. Experience specifically within a Customer Experience or Operations domain is a strong plus.

● Education: Bachelor’s degree in Business, Technology, Engineering, or a related field.

● Technical Data Skills (Crucial): Proficiency in SQL (Intermediate level or higher) for complex data querying, aggregation, and analysis. Demonstrated ability to pull data independently to drive project decisions.

● Technical Acumen: Proven ability to translate complex business needs (CX pain points) into clear, detailed technical requirements (BRDs) for Product and Engineering teams.

● Methodology: Familiarity with Agile and Scrum methodologies. Experience with project management tools (e.g., Jira, Asana, Trello)

● Soft Skills: Exceptional communication, negotiation, and influencing skills to drive consensus among diverse stakeholder groups (Tech, Product, Ops, and CX).

● Highly conversant with Google sheets and Google Presentations.