CS Project Manager - Processes & Systems (mid-level) We're looking for a motivated and driven CS Processes & Systems Project Manager (mid-level) who will help us shape our team, drive the company to the next level, and have the most direct influence on our success.
The CS Processes & Systems Project Manager is a critical role responsible for designing, implementing, and optimizing the processes and systems that underpin our customer service operations. This individual will be the driving force behind process and system tool improvements of key interactions such as customer inquiries, refunds, claims, and lost & found to ensure efficient and effective handling. Additionally, the Project Manager will serve as the primary liaison with CS tech team, working collaboratively to implement new tools, design business logic, and maintain existing systems. The ideal candidate will possess a strong combination of process improvement expertise, technical acumen, and customer-centric focus. #LI-Hybrid
This position is based in our Lisbon office.
Process Design and Implementation:
Develop and document standardized processes for handling various customer service scenarios, such as refunds, claims, lost & found requests, etc.
Ensure processes are customer-friendly, efficient, and compliant with relevant regulations and policies.
Implement new processes across the customer service team, providing training and support as needed.
Continuously monitor and evaluate process effectiveness, identifying opportunities for improvement and implementing changes as required.
System Implementation and Maintenance:
Serve as the primary point of contact with the CS tech team.
Collaborate on the implementation of new tools and systems, ensuring alignment with business requirements and customer needs.
Design and document business logic for new and existing systems.
Troubleshoot system errors and breakdowns, coordinating with IT to resolve issues promptly.
Identify opportunities to enhance system functionality and user experience, and work with IT to implement improvements.
Data Analysis:
Gather and analyze data to track process and system performance, identify trends, and measure the impact of changes.
Use data-driven insights to inform decision-making and optimize process and system effectiveness.
Collaboration and Communication:
Build strong relationships with stakeholders across the organization, including IT, operations, and marketing.
Effectively communicate project status and results to all relevant parties.
Training and Support:
Create processes and system documentation on new project initiatives to support development of training material.
Your Profile – Ready to hop on board Education and Experience:
Bachelor's degree in STEM, business, or management.
3+ years of working experience
Demonstrated track record of successfully managing complex projects from inception to completion.
Experience in a customer service environment is an advantage.
Skills and Abilities:
Excellent analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
Strong communication and interpersonal skills, with the ability to build relationships and collaborate effectively with diverse stakeholders.
Demonstrated ability to lead projects, from conception to completion.
Experience with process mapping and documentation tools.
Detail-oriented and organized.
Our Perks – More than just a job You have an impact. With innovation and smart technology, we are creating the easiest way to travel. We want your ideas and give you autonomy to make them reality.
Flix is flexible. Organize your own schedule with trust-based hours and up to 14 days of working from (m)anywhere. We are an office-first company, and we encourage all employees to come regularly to their local office.
Travelling is our passion. Discover the world with your free Flix rides and bring along your friends and family for half price.
Teamwork makes the dream work. Our FlixTeam has people from over 80 different nations. We work in a multicultural environment where we can challenge and support each other.
We're not only green in color. We're building for the long term, and that means protecting our planet. We constantly test new green technologies and compensate for the CO2 after all our business travel since 2018.
Your well-being is important to us. To treat your mind and body we will give you a competitive paid time off package, meal allowances, mental health support including 1:1 consultations with a psychologist, and a neat discount on UrbanSportsClub memberships.
50% of your public transportation pass (Lisboa Viva), meal allowance per each working day as
Want to rewrite the history of mobility with us? Then join our ride and apply now. We're excited to hear from you! We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply.
About Flix
We are a global mobility provider with headquarters in Europe and the United States. Since 2013, we have changed the way millions of people have traveled, offering new alternatives for convenient, affordable and eco-friendly travel. Thanks to a unique business model and innovative technology, we have quickly established one of the largest long-distance mobility networks in the world – and our journey has just begun.
Flix is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate on the basis of race, color, religion, gender (including pregnancy and gender identity), national, social or ethnic origin, political affiliation, sexual orientation, marital status, disability, age, veteran status, or other legally protected characteristics. All employment decisions are based on business needs, job requirements, competence and merit.
The following video shows our amazing success story:
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