Project Manager

We are seeking a strategic and results-oriented Project Manager to serve as the primary liaison
between our US-based headquarters and our Consultation Center (Call Center) operations in the
Philippines.

In this pivotal role, you will bridge the gap between domestic strategy and offshore execution. Rather
than managing the day-to-day tactical tasks of the offshore staff, you will drive performance through a
dedicated Offshore Team Lead, ensuring that our international partnership remains productive,
compliant, and aligned with company goals.

Key Responsibilities
Act as the central point of contact between US leadership and the offshore liaison
who connects with the Philippines-based call center to ensure seamless communication and alignment.
Performance Management: Monitor, analyze, and report on the offshore team's Key Performance
Indicators (KPIs).

You will be responsible for identifying trends, gaps, and successes.
Relationship Management: Manage the relationship with the offshore Team Lead, providing them with
the necessary resources, feedback, and strategic direction to lead their team effectively.
Standardize workflows and communication protocols to improve efficiency and
reduce friction between the two regions.
Quality Assurance: Ensure that the offshore team maintains the highest standards of service and
adheres to US-based brand guidelines and compliance requirements.
Deliver regular performance updates to executive stakeholders, translating offshore data
into actionable business insights.

Required Qualifications

• Experience: 3-5 years of Project Management experience, ideally within a call center, BPO, or
  international operations environment.
• Automotive experience is highly desired.
• Cross-Cultural Competency: Proven ability to collaborate with international teams; specific experience
  working with teams in the Philippines is a significant plus.
• Analytical Skills: Strong ability to interpret data and KPIs to drive performance improvements.
• Communication: Exceptional verbal and written communication skills, with the ability to navigate time
  zone differences and cultural nuances.
• Demonstrated experience managing through influence rather than direct reporting lines
  (working through localized Leads).Success Metrics
• Meeting or exceeding established Offshore KPIs (e.g., CSAT, AHT, Resolution Rates).
• Reduction in communication bottlenecks between US and Philippines teams.
• Consistency in service delivery across all shifts.