Project Manager (PMO, Support Initiatives)

About the role

Acquire BPO, acting for its RingCentral client, is hiring a Project Manager in Manila to lead strategic initiatives for its global Customer Support organization. The role sits within the PMO and covers Salesforce enhancements, AI implementations, system integrations and operational improvements that affect customer experience and support efficiency. It is a highly visible position working with Support Operations, IT, Product and Engineering teams.

Key responsibilities

• Lead end-to-end project lifecycles for medium to large-scale Support initiatives, from scoping through implementation and adoption
• Define problem statements, objectives, scope, success metrics and business requirements, and build project plans with timelines, resources, risks and stakeholder communication
• Manage project intake, prioritization, portfolio reporting and governance, and run kickoffs, status meetings, steering committees and post-implementation reviews
• Collaborate with IT, Salesforce Admin, Engineering, Product and business stakeholders, and coordinate distributed teams across US, Manila and Sofia time zones
• Streamline workflows, maintain PMO standards and templates, document projects and establish change management and approval workflows
• Lead Salesforce, AI (chatbots, intelligent routing), contact center (IVR, call routing, queues) and system integration projects, and support vendor evaluations and PoC pilots
• Track project health, budget and milestones, report to executives, analyze outcomes and ROI, and maintain project repositories

Required profile

• 6+ years of project management experience, preferably in Technical Support, Customer Experience or IT environments
• PMP and/or Six Sigma certification with a proven track record of delivery
• Experience managing multiple concurrent projects in fast-paced, ambiguous settings
• Budget and resource management, including headcount planning and vendor management
• Availability to work Manila hours (night or mid-shift aligned with US teams)

Required skills

• Strong Salesforce knowledge (Service Cloud, case management, workflows, integrations)
• Project management tools: Smartsheet, Monday.com or Microsoft Planner (5+ years administration preferred)
• Contact center technologies: IVR, telephony platforms, chat/messaging tools, knowledge bases, workforce management
• Risk, issue and dependency management
• Desired: Agile, Scrum, SDLC, ITIL, Confluence, JIRA, CSAT/NPS measurement, change management certification

What we offer

• HMO package (medical and dental)
• Paid time off and paid sick leave
• Quarterly performance bonus
• Employee assistance and wellness programs