Project Manager

This is where you and your skills come in. We’re currently looking for a Project Manager.

The Innovation & Governance team is seeking a Project Managerto lead strategic initiatives that empower our global Customer Support organization with optimized processes, systems, and technologies. You'll serve as a key driver within our PMO function, managing complex cross-functional projects involving Salesforce enhancements, AI implementations, system integrations, and operational improvements that directly impact customer experience and support efficiency.

This is a highly visible role with the opportunity to influence enterprise-wide initiatives, collaborate with leadership across Support Operations, IT, Product, and Engineering teams, and deliver solutions that measurably improve productivity and customer satisfaction.

Responsibilities:

Project Management & Delivery

Lead end-to-end project lifecycle from intake and scoping through implementation and adoption for medium to large-scale Support initiatives.

Define clear problem statements, project objectives, scope, success metrics, and business requirements for new or enhanced capabilities.

Develop comprehensive project plans including timelines, resource allocation, risk mitigation strategies, and stakeholder communication plans.

Manage project intake processes, prioritization frameworks, and portfolio reporting for the Innovation & Governance team.

Drive projects to successful completion through proactive risk, issue, and dependency management.

Facilitate project kickoffs, status meetings, steering committees, and post-implementation reviews.

Cross-Functional Collaboration & Stakeholder Management

Partner with IT, Salesforce Admin teams, Engineering, Product Management, and business stakeholders to deliver integrated solutions.

Navigate ambiguous requirements and competing priorities while maintaining clear communication and alignment.

Facilitate decision-making across multiple stakeholders including senior leadership, technical teams, and frontline operations.

Build strong relationships with global support leadership to understand strategic priorities and pain points.

Coordinate with distributed team members across US, Manila, and Sofia time zones.

Process Improvement & Governance

Identify opportunities to streamline workflows, eliminate inefficiencies, and optimize existing processes.

Develop and maintain PMO standards, templates, frameworks, and best practices.

Create comprehensive project documentation including charters, status reports, change logs, and lessons learned.

Establish governance frameworks for system changes, ensuring proper approval workflows and change management.

Support organizational change management efforts for new tool rollouts, process changes, and capability launches.

Systems & Technology Projects

Lead Salesforce enhancement projects including workflow automation, integration implementations, and configuration changes.

Manage AI initiative projects such as chatbot implementations, intelligent routing, and automation solutions.

Oversee contact center optimization projects including IVR design, call routing improvements, and queue management.

Drive system integration projects connecting Salesforce with telephony platforms, knowledge bases, workforce management tools, and customer portals.

Support technology vendor evaluations, proof-of-concept pilots, and implementation planning.

Reporting & Analysis

Track project health metrics, milestones, budget utilization, and resource allocation.

Provide regular status updates and executive reporting on portfolio performance.

Analyze project outcomes and ROI to inform future investment decisions.

Maintain project repositories and ensure proper documentation of deliverables.

To succeed in this role you must have the following:

6+ years of project management experience, preferably in Technical Support, Customer Experience, or IT environments.

PMP Certification and/or Six Sigma certification with proven track record delivering outcomes.

Strong Salesforce knowledgeincluding Service Cloud, case management, workflows, and system integrations.

Extensive experience with project management tools - specifically Smartsheet, Monday.com, or Microsoft Planner (5+ years administration preferred).

Proven ability to manage multiple concurrent projects in ambiguous, fast-paced environments.

Experience with contact center technologies including IVR systems, telephony platforms, chat/messaging tools, knowledge bases, and workforce management systems.

Demonstrated expertise in risk, issue, and dependency management with ability to anticipate and mitigate project blockers.

Budget and resource management experience including headcount planning and vendor management.

Strong analytical skills with ability to translate data into actionable insights and recommendations

Exceptional communication skills - verbal, written, and presentation - with ability to effectively engage both technical and business audiences.

Leadership experience guiding cross-functional teams and driving accountability without direct authority.

Self-starter mentality with ability to work independently, prioritize effectively, and drive results with minimal supervision.

Availability to work MNL hours (night or mid-shift alignment with US teams).

Desired Qualifications:

Experience in SaaS or UCaaS environments.

Background in Technical Support Operations or Customer Care organizations.

Familiarity with Agile, Scrum, and SDLC methodologies.

Experience with AI/automation initiatives or intelligent contact center solutions.

Knowledge of ITIL framework and IT service management best practices.

Proficiency with Confluence, JIRA, and documentation management.

Experience developing customer satisfaction programs and measuring impact on CSAT/NPS metrics.

Change management certification or formal training.

Experience with business case development, ROI analysis, and executive presentations.

What we offer:

Comprehensive HMO package (medical and dental)

Paid time off and paid sick leave

Quarterly Performance Bonus

Employee Assistance and Wellness Programs

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPOis an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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