Strategic Project Manager (Customer Care)

TL;DR

Strategic Project Manager (Customer Care): Leading and managing projects related to Operational Excellence and Customer Care strategy from design to delivery with an accent on customer satisfaction and business performance. Focus on collaborating with cross-functional teams, managing stakeholders, and driving change management to ensure smooth execution of initiatives.

Location: Hybrid in Barcelona. Must be based within commuting distance of hirify.global hubs. Relocation support available to the UK or US.

Company

hirify.global is the intelligent platform for travel and spend management, automating everything from travel bookings to expenses and invoice processing.

What you will do

• Lead and manage projects related to Operational Excellence and Customer Care strategy from design to delivery.
• Partner with Customer Care support functions and work closely with cross-functional teams to align priorities, timelines, and deliverables.
• Represent Customer Care and participate actively in major company-wide projects delivered through cross-functional working groups.
• Act as the primary point of contact for project stakeholders, ensuring alignment and transparency.
• Propose and prioritize project roadmap based on business cases and alignment with company and team goals.
• Engage with partners and vendors to optimize Customer Care processes and technologies (e.g. Zendesk, Deepl, Guru…).

Requirements

• 4+ years of experience in project management, with a proven track record of delivering complex projects.
• Experience in SaaS startup, Customer Care environment or Operational Excellence roles is required.
• Excellent data analysis skills, with the ability to extract insights from data to drive decision-making.
• Strong customer-centric approach with the ability to understand and address customer needs.
• Excellent communication and interpersonal skills.
• Self-starter who takes initiative to drive growth, transforming problems into solutions.

Nice to have

• Project Management or Six Sigma certification is a plus.
• Experience in the travel industry is a valued plus.

Culture & Benefits

• Competitive compensation and equity ownership in hirify.global.
• Generous allocation of vacation days plus public holidays.
• Private healthcare or a gym allowance.
• Unforgettable hirify.global events, including an annual summer party.
• Up to 20 "Work from Anywhere" days per year.
• Relocation support to one of hirify.global's hubs.