Description
We are looking for a Project Manager based in Mexico to join our team in a fully remote capacity.
This is a hands-on role for someone who understands the BPO environment, takes ownership, communicates confidently with clients, and can keep people, processes, and priorities moving in the right direction.
You will be responsible for supporting the successful day-to-day delivery of assigned BPO projects, working closely with clients, internal teams, and leadership to ensure expectations are met and performance remains on track.
Client Success is a key part of this role. We are looking for someone who understands that successful project delivery is not just about hitting KPIs. It's also about building trust with clients, communicating proactively, resolving issues quickly, and making sure clients feel supported throughout the relationship.
You will report directly to our Senior Client Success Manager / Mexico Head of Operations, working closely with them to manage project priorities, operational performance, and client needs.
What You'll Be Doing
- Take ownership of the day-to-day management and delivery of assigned BPO projects.
- Work closely with clients to understand their needs, expectations, priorities, and concerns.
- Build and maintain strong, professional client relationships.
- Proactively identify and address issues that could impact client satisfaction or project performance.
- Monitor project and operational KPIs to ensure teams are meeting expectations.
- Coordinate with Team Leads and internal teams to address performance, quality, productivity, attendance, and service-delivery concerns.
- Manage operational escalations and ensure issues are followed through to resolution.
- Communicate project updates, challenges, risks, and action plans clearly to leadership and clients when appropriate.
- Track action items, deadlines, deliverables, and follow-ups to ensure nothing falls through the cracks.
- Review performance data and identify trends, challenges, and opportunities for improvement.
- Support coaching, accountability, and performance improvement efforts across assigned teams.
- Help ensure client processes, requirements, and expectations are consistently followed.
- Identify opportunities to improve processes, efficiency, and the overall client experience.
- Collaborate with internal stakeholders to solve problems and keep projects moving forward.
- Provide regular visibility into project health, performance, and potential risks.
- Take ownership of problems and work proactively toward practical solutions.
What We Offer
- Fully Remote / Work From Home
- Independent Contractor position
- Compensation based on relevant experience and qualifications
- The opportunity to work closely with senior leadership
- A role with meaningful ownership and responsibility
- The opportunity to contribute directly to project performance and Client Success
- A collaborative, international working environment
Technical Requirements (Essential)
To be considered, candidates must meet all technical requirements below:
- Windows 11 PC/laptop
- Webcam and Headset
- Stable, reliable fibre internet with a wired connection
- Backup power solution
- Microsoft Teams / Office 365
Applications that do not meet the minimum technical requirements may not move forward in the process.
Hiring Process
To ensure fairness and consistency, all applicants must complete every stage of the hiring process.
Our process includes:
- English Resume Review
- Pre-Screen Questionnaire
- One-Way Video Interview
- Live Interview
Please Note:
- This is an English-speaking role that requires strong written and verbal English communication skills.
- All resumes must be submitted in English to be considered for the position.
Requirements
What We're Looking For
BPO experience is essential. We are looking for someone who understands the pace, expectations, and operational demands of a Business Process Outsourcing environment.
The ideal candidate will have:
- Proven experience working in a BPO environment.
- Previous experience managing BPO projects, programs, accounts, teams, or operational initiatives.
- Strong understanding of KPIs, performance metrics, and operational targets.
- Experience working directly with clients or supporting Client Success.
- Excellent verbal and written English communication skills.
- Strong organizational skills and excellent attention to detail.
- Strong problem-solving and escalation-management skills.
- The ability to communicate professionally and confidently with clients and internal stakeholders.
- Experience working with Team Leads, supervisors, agents, or other operational teams.
- Strong follow-through and accountability.
- The ability to manage multiple priorities and keep projects on track.
- A proactive approach and the confidence to take ownership without needing constant direction.
- The ability to work independently and effectively in a fully remote environment.
What Will Make You Stand Out
We'd especially like to hear from candidates who have:
- Managed BPO projects or accounts supporting US-based clients.
- Served as a primary or secondary client-facing contact.
- Experience managing client escalations and sensitive situations.
- Experience monitoring and improving operational KPIs.
- Coordinated multiple teams or departments to achieve project goals.
- Experience with project tracking, reporting, action plans, and deliverables.
- Experience supporting performance improvement initiatives.
- A strong understanding of how employee performance, operational results, and client satisfaction are connected.
- Experience managing remote teams or projects.
- A track record of identifying problems early and taking action before they become larger issues.
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