Project Manager Middle

Job (Project) Description

Customertimes is a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1300+ experts and offices in 12 countries.  

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Requirements:

• Strong understanding of Salesforce platform and associated support processes;

• Strong conflict resolution, negotiation, and stakeholder engagement skills;

• Proven experience managing application support in a complex, multi-country enterprise environment;

• Excellent verbal communication, negotiation, and stakeholder management skills;

• Ability to quickly grasp technical details and clearly communicate them to non-technical stakeholders;

• Understanding of unique support process dynamics differing from standard development practices;

• Exceptional team leadership abilities, fostering a positive, supportive team environment.

• Nice to have: Salesforce certifications (Administrator, App Builder, etc.); experience using ServiceNow, Jira Service Management, Zendesk, Freshdesk, or other enterprise ticketing systems and familiarity with software testing and quality assurance processes.

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Responsibilities:

• Manage, prioritize, and oversee timely resolution of incoming tickets and service requests from 40 supported countries;

• Coordinate and effectively manage AMS team members, ensuring optimal team cooperation, motivation, and productivity;

• Ensure all system and process changes strictly adhere to established quality control standards, proper documentation, and release management protocols;

• Cooperate closely with the project team, aligning AMS activities with ongoing project workstreams;

• Represent AMS team's needs and priorities clearly when negotiating scope, urgency, and timelines with stakeholders and project teams;

• Continuously monitor and regularly report on AMS team performance, service levels, and KPIs, proactively suggesting improvements to enhance service delivery;

• Manage transparent, proactive communication with stakeholders, ensuring clear expectations and timely updates;

• Make informed, confident decisions and advocate for AMS priorities, balancing business impact with technical feasibility.

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What We Offer:

• Competitive salary;  

• 100% remote opportunity;  

• Opportunities for professional growth and advancement;    

• A cooperative and innovative work environment;  

• 20 days of paid vacation, 15 paid days of sick leave with a doctor's note, and 5 days of paid sick leave without a doctor's note;    

• Medical insurance coverage for employees, plus an option for family insurance coverage at a corporate rate;    

• Support for participation in professional development opportunities (webinars, conferences, trainings, etc.);    

• Regular team-building opportunities, as well as bi-annual company-wide events;    

• Flexible work environments, including in-office, remote, or hybrid, based on employee preference and manager approval.

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