Job description for IT Project Manager at Azura Labs
KEY RESPONSIBILITIES
- SOP Management: Develop, review, and maintain customer service Standard Operating Procedures (SOPs) to ensure consistent and high-quality service delivery across the organization.
- Cross-Department Collaboration: Facilitate effective communication with the Product Team and ensure timely dissemination of product updates to Customer Service, Training, and other internal teams.
- Feedback Management: Gather and analyze customer service feedback, then collaborate with the Product team to identify and implement effective solutions.
- Quality Assurance: Monitor daily customer service chat quality, proactively identify potential issues, and recommend improvements to enhance overall service performance.
- Content Management: Maintain and update the official FAQ and other customer-facing documentation to ensure accuracy and relevance.
REQUIREMENTS
- 3–5 years of experience in Project Management or Operations, preferably within Customer Service, Product Management, or related environments.
- Strong documentation and presentation skills with exceptional attention to detail.
- Excellent verbal and written communication skills, with the ability to build and maintain effective relationships across cross-functional teams.
- Proven experience in developing, documenting, and managing Standard Operating Procedures (SOPs).
- Strong analytical thinking with the ability to identify issues and deliver practical solutions in a fast-paced environment.
- Collaborative, adaptable, and able to work effectively with cross-functional teams.
