Project & Customer Experience Manager

Job Role: Project & Customer Experience Manager

Location: Pune

Work Mode: 100% Onsite

Role Overview

The Project & Customer Experience Manager will be responsible for the end-to-end program set up while ensuring a seamless, high-quality experience for clients across all touch points. This role

requires strong project governance, relationship management, analytical thinking, and

cross-functional coordination to ensure successful outcomes and long-term customer satisfaction.

Program Setup: Lead kick-off meetings and customer onboarding by collaborating with

internal teams, clients, and local partners. Create and manage project plans for multi-country

solution rollout.

Project & Client Management: Coordinate project streams, support review calls, and

manage timelines and workloads to meet key milestones efficiently.

Governance: Ensure strong governance by Drive daily stand-ups, maintain RAID logs, and

ensure timely reporting (status updates, client reports).

Go-live & Documentation: Manage sign-offs and documentation of project deliverables.

Client Advocacy: Serve as the main point of contact, ensuring client expectations are met by

collaborating with internal and external stakeholders.

Communication & Escalation: Provide regular updates to leadership and escalate issues

when needed.

Planning & Compliance: Support future implementation planning, prepare Wave Plans, and

ensure adherence to project management frameworks.

Qualification & Experience

Bachelor's or Master's degree in Business, Computer Science, or related field.

10 12 years of proven customer &/or project management experience handing clients and

product implementations

Experience in BPO, HR Tech, SaaS, global service delivery, or multi-country rollout

environments.

Experience working in a fast-paced, high-growth, or global environment.

Track record of delivering high-quality, compliant, and scalable solutions.

Skills & Competencies required for success

Project Leadership with strong focus on delivering exceptional customer experiences and

building long term relationships.

Excellent communication, stakeholder management, and cross functional collaboration skills.

Strong analytical thinking and solution oriented approach