Project Manager (Customer support)

Department: Customer Experience Management

Employment Type: Full Time

Location: Remote

Reporting To: Arthur Zhuravsky

Description

Tabby creates financial freedom in the way people shop, earn, and save, by reshaping their relationship with money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA, and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby has generated over $7 billion in transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing app of any fintech in the GCC region.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

We are looking for a skilled and results-driven CX Project Manager to lead and execute cross-functional customer experience (CX) projects. You will manage project timelines, budgets, and resources while ensuring alignment with business goals and stakeholder expectations. Collaborating with teams across product, engineering, risk, and analytics, you will drive the successful delivery of CX initiatives and the implementation of new tools and technologies. Your expertise in project management methodologies, risk mitigation, and post-project evaluations will help scale and improve our CX operations, contributing to business growth and efficiency.

Key Responsibilities

• Lead the planning, execution, and delivery of cross-functional CX projects from conception to launch
• Develop and manage project timelines, resources, budgets, and risk mitigation plans, and communicate project progress to stakeholders and team members
• Collaborate with internal and external stakeholders to identify project goals, requirements, and deliverables, and ensure project success criteria are met
• Work with cross-functional teams (e.g. product, engineering, risk, analytics) to define project scope and requirements, prioritize tasks, and ensure alignment of project objectives with business goals
• Manage project dependencies, constraints, and critical path, and identify and mitigate project risks and issues
• Use project management methodologies to plan and manage project delivery, and continuously improve processes to ensure project success
• Conduct post-project evaluations to identify areas for improvement and best practices to apply to future projects
• Oversee the implementation of new CX tools and technologies, ensuring user adoption and integration
• Manage the launch of new CX initiatives and programs, like opening of a new site
• Develop and implement strategies for scaling CX operations and increasing efficiency in support of business growth goals
  
  
  

Skills, Knowledge & Expertise

• Bachelor's degree in Business Administration, Project Management, or a related field
• 5+ years of experience in project management
• Experience in customer experience strategy and/or design thinking methodologies
• Proven track record of successfully delivering CX projects on time, within scope, and within budget
• Strong understanding of project management methodologies, tools, and best practices
• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders
• Strong analytical and problem-solving skills with the ability to identify and mitigate project risks and issues
• Experience with project management tools (e.g. Jira, Trello) and Agile methodologies
• Ability to manage multiple projects simultaneously and deliver on time and on budget.
  
  
  

Preferred qualifications:

• Master's degree in Business Administration or Project Management
• Experience in financial services or related industry
• Experience with process improvement methodologies (e.g. Six Sigma, Lean) and/or customer experience measurement tools (e.g. Net Promoter Score)
• Experience in CX project management