First Advantage
Project Manager - Global Customer Care - First Advantage (Mumbai/Bangalore)
36
eNPS Score
- Job Info
- Why First Advantage
As a Project Manager at First Advantage (FA), you will play a crucial role in leading initiatives within the Global Customer Care space. This position is ideal for a hands-on PM who thrives in cross-functional environments and is equally comfortable working with business users, IT and Product teams, and developers. You will bring expertise in Agile project methodologies and a strong understanding of Customer Care processes and workflows. This is a high-impact role focused on project execution, business process improvement, and driving collaboration across teams to deliver meaningful outcomes.
Responsibilities :
Responsibilities :
- Lead Project Execution: Manage the end-to-end execution of Customer Care projects, ensuring alignment with business goals and timely delivery.
- Translate Requirements into Deliverables: Serve as a bridge between business users and cross-functional partners by capturing detailed requirements and translating them into standardized documentation and actionable user stories.
- Document and Improve Processes: Collaborate with subject matter experts and stakeholders to document business processes, identify gaps, and propose effective solutions.
- Facilitate Agile Practices: Lead project teams using Agile methodologies, including managing Kanban or Scrum boards and facilitating ceremonies such as sprint planning, daily stand-ups, reviews, and retrospectives.
- Present Project Updates: Deliver project updates and product demonstrations to stakeholders as needed to maintain transparency and alignment.
- Manage Project Planning: Develop and maintain level of effort estimates, status updates, milestones, schedules, budgets, and resource allocation to ensure successful execution.
- Track Progress with Agile Tools: Monitor project progress using Agile project management tools (e.g., Jira), ensuring deliverables meet quality and timeline expectations.
- Maintain Project Documentation: Create and manage key project artifacts, including charters, roadmaps, requirements, test plans, and user acceptance criteria.
- Support Enhancements and Improvements: Contribute to system enhancements and process improvement initiatives that drive efficiency and effectiveness.
- Ensure Stakeholder Alignment: Maintain strong communication and alignment with stakeholders throughout the project lifecycle.
Qualification and skills :
- Education: Bachelor’s degree in Business, Information Technology, or a related field. A Master’s degree is a plus.
- Experience: 5+ years of project management experience, preferably within a Customer Care organization. Experience should include managing software development lifecycles, collaborating with cross-functional technical teams, and working with Customer Care systems and enterprise applications such as CRM, WFM, and telephony platforms. Familiarity with Salesforce and Amazon Connect is a plus.
- Certifications: PMP, PMI-ACP, SAFe, or Scrum Master certification is a plus.
Working at First Advantage
Overall Culture Score
4.7/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The transparency and openness was refreshing
The open communication, positive intent and drive to continue to grow together.
Videos
Diversity at First Advantage
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Maternity / Paternity Leave
- Financial Benefits
- 401K / Retirement Plan
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 30% | Passive |
| 17% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with customers and teams members around the world.