Customer Service Projects Lead

The role is responsible for leading technology-driven improvement initiatives across customer service and order-to-cash operations. The position requires strong project leadership, stakeholder management, and analytical capabilities to ensure successful implementation, adoption, and optimization of digital solutions.

• Lead regional and global initiatives focused on technology deployment, process improvement, standardization, and operational efficiency.


• Manage end-to-end projects from initial diagnosis through execution, including scope definition, planning, progress tracking, adoption management, and delivery of results.


• Support initiatives aimed at improving billing quality, reducing disputes, and enhancing operational processes through technology solutions.


• Coordinate with Customer Service, Finance, Accounts Receivable, Commercial, Supply Chain, and IT teams to ensure alignment and successful execution.


• Drive adoption and continuous improvement of digital platforms and tools used to improve workflows and customer experience.


• Analyze complex datasets, develop dashboards and KPIs, and create executive-level reports with actionable recommendations.


• Identify opportunities to simplify processes, improve standardization, and increase the value generated by digital tools.


• Contribute to global transformation programs by adapting solutions to evolving business priorities and organizational needs.


• Present insights, progress updates, and recommendations to senior stakeholders.

Requirements:

The ideal candidate has experience in operational transformation, technology adoption, and cross-functional project management within global environments. Strong analytical skills, business understanding, and communication abilities are essential for success in this role.

• Bachelor’s degree in Business, Finance, Engineering, or a related field; a master’s degree is a plus.


• 5+ years of experience in Order-to-Cash, Customer Service Operations, Finance, Process Improvement, or related areas.


• Proven experience leading technology deployment, adoption, optimization, and transformation initiatives.


• Strong analytical skills with the ability to translate data into practical business solutions.


• Experience collaborating with international and cross-functional teams.


• Strong project management, problem-solving, and structured thinking skills.


• Ability to work independently with ownership and accountability for project outcomes.


• Confidence in influencing stakeholders and presenting recommendations to leadership.


• Excellent communication and presentation skills.


• Ability to manage multiple priorities in a complex global environment.


• Advanced knowledge of Excel and PowerPoint.


• Experience with SAP, Salesforce, or similar ERP/CRM systems.


• Familiarity with automation, AI, and digital tools that improve operational efficiency and customer experience is a strong advantage.


• Fluent English is mandatory; Spanish is considered a plus.

Benefits:

• Fully remote work model.


• Opportunity to work on global transformation initiatives with international teams.


• Professional growth opportunities in a technology-driven environment.


• Exposure to innovative digital tools and operational improvement projects.


• Collaborative culture focused on autonomy, innovation, and continuous learning.


• Competitive compensation package.


• Comprehensive benefits package, including healthcare coverage and other employee support programs.


• Opportunity to contribute to projects that improve customer experience and operational performance.