Director Project Management

2 months ago

bangalore, India Kapture CX Full time

Director - Project Management

Company Overview:
Founded in 2014 in Bangalore, Kapture is a leading SaaS company specializing in a sophisticated customer support automation platform. Our all-encompassing solution caters to clients across the globe, with a strong presence in industries such as retail, travel, BFSI, consumer durables, and the energy sector. Complementing our offerings, we provide a robust customer feedback management platform. With strategic offices in key locations including Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida, Kapture is on a dynamic trajectory of global expansion.

Position Overview:
As the Director of Project Management, you will play a crucial role in ensuring top-tier customer satisfaction. Your responsibilities will include leading and developing a high-performing project implementation team, implementing efficient processes, and continuously improving the customer experience. You'll drive innovation and excellence in project execution, fostering a culture of continuous improvement. This role demands a strategic vision and strong leadership to shape the future success of our projects and the organization.

Responsibilities
Lead, mentor, and manage a diverse team of project implementation professionals, fostering a collaborative and high-performance work environment.
Oversee the end-to-end project implementation lifecycle for a portfolio of customer projects
Develop and optimize implementation processes to enhance efficiency, responsiveness, and the overall customer experience.
Define and track key performance indicators (KPIs) for the implementation team, regularly reviewing and taking action to meet or exceed performance goals.
Implement quality assurance measures to monitor and improve the quality of customer interactions and issue resolution.
Ensure compliance with industry regulations, data security standards, and best practices within the CRM software domain.
Establish and maintain strong relationships with key stakeholders, clients, and partners to foster long-term partnerships and customer loyalty.
Provide regular reports and updates to the executive leadership team, highlighting operational achievements, challenges, and proposed solutions.

Required skills and qualifications
8+ years of total experience, with at least 2+ years in implementation for B2B SaaS products
MBA / Graduate from tier 1 institutions
Experience in building and directing an operations team
Experience managing executive-level relationships
Experience in planning and leading strategic initiatives
Must be comfortable with frequent domestic/international travel for work

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