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Project Manager (be-cs)

4 - 9 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 6 days ago Job Applicants: 2000+ Job Views: 1500+

Job Description

 
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    Who we are and what we do- 

    CACTUS (www.cactusglobal.com) provides top-notch communication solutions like academic and scientific editing, translation, publication support, English language workshops, transcription to authors, researchers, universities, labs, hospitals and organizations worldwide. Our services are specifically designed to help English Second Language (ESL) authors succeed while communicating in English.

    With offices in South Korea, UK, US, Japan, India, Singapore and China, our team has worked on 700,000+ documents for 175,000+ customers across 164+ countries in the last 16 years.

    CACTUS recently ranked #1 among mid-sized companies to work for in the 2017 Great Places to Work survey.

    Editage (www.editage.com / www.editage.co.kr) is CACTUS flagship brand that provides these services. Editage is one of top three brands in this space worldwide.

    CACTUS is looking for a Project Manager who will be a part of the Business Excellence Team and will drive projects aligned with Customer Service. The expectation and objective is to lead overall projects and activities from identification of opportunities to final execution and on-ground adoption.


    Roles & Responsibilities - 
    • Evaluate future tools / platforms: Research and explore latest customer service trends across industries, create business case / proposal for what we should do differently, drive project ensure goal achievement in a timely manner
    • Drive VoC initiatives like customer surveys, Customer interviews, looping in customer feedback into systems, training etc
    • Be the CS POC for tech projects and any tech changes: Maintain tech-CS Kanban list, prioritize items based on impact, provide insights and CS process information to tech team, validate and test changes, communicate changes with CS and ensure adoption
    • Manage all CS applications, systems and technology used: Understand and take stock of our key applications like freshdesk, system generated emails, sharepoint, user licenses (like PDF word count tools), etc. Identify improvement opportunities like standardization across markets, cost optimization, building a structured document repository, integrating updated / newer applications etc., and drive these changes including external vendor management
    • Support the CEMs and current CS process POC in ongoing improvement activities aligned to their KPIs and Master maintenance for new service launches

    You fit the bill if you have-
    • 4-5 years in a project management role with Customer-focused or client servicing related experience
    • Proven history in leading and delivering high-impact strategic projects done through collaboration & influence
    • Should have worked with cross-functional teams
    • Min 3-4 years; Max 9-10 years
    • Good spoken English, should be articulate

    Added skills -

    • Proficiency in any statistical software like Minitab and in process mapping applications like Visio will be a bonus!
    • MBA will be preferred
    • Lean / Six Sigma / PMP / Prince certification will be preferred

Salary: Not Disclosed by Recruiter

Industry: Publishing

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Operations

Role:Process Flow Analyst

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile

    Please refer to the Job description above

Education-

UG: Any Graduate - Any Specialization

PG:Any Postgraduate - Any Specialization

Doctorate:Doctorate Not Required

Company Profile:

Cactus Communications Pvt. Ltd.

Cactus Communications is a leading provider of communication solutions, including academic and scientific editing, medical communications, publication support services, English-language workshops, transcription, and translation. Our company mission is to enable growth through effective communication.

CACTUS offers services to two key client segments worldwide: Academia (researchers, scholarly journals and publishers, universities, and academic societies) and Pharmaceutical, biotech and medical device companies.

We have our offices in the US, UK, Japan, India, South Korea, Singapore and China. Our full-time in-house staff consists of over 700 people and represents a diverse group of people from India, China, Japan, Singapore, South Korea, Taiwan, the US, UK, Germany, and Brazil. We also work with over 2500 contractors from around the world.

We've been ranked #1 in India’s Great Mid-Size Workplaces â€" 2017, a study conducted by Great Place to Work® Institute India in association with MINT, by HT Media: http://bit.ly/2uiJmUv.

We’ve been ranked #18 in 25 Best Small & Medium Workplaces in Asia â€" 2018, a study conducted by Great Place to Work® Institute

We are proud to finish in the 2018 Top 100 Companies for Remote Jobs by FlexJobs! This is the third year for CACTUS to finish in the top 20.
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Melissa Dias Company Recruiter Cactus Communications Pvt. Ltd. Mumbai

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