Company Overview:
Founded in 2014 in Bangalore, Kapture is a leading SaaS company specializing in a sophisticated customer support automation platform. Our all-encompassing solution caters to clients across the globe, with a strong presence in industries such as retail, travel, BFSI, consumer durables, and the energy sector. Complementing our offerings, we provide a robust customer feedback management platform. With strategic offices in key locations including Bangalore, Mumbai, Delhi, Jakarta, UAE, Riyadh, Philippines, and Florida, Kapture is on a dynamic trajectory of global expansion.
Position Overview:
As the Director of Project Management, you will play a crucial role in ensuring top-tier customer satisfaction. Your responsibilities will include leading and developing a high-performing project implementation team, implementing efficient processes, and continuously improving the customer experience. You'll drive innovation and excellence in project execution, fostering a culture of continuous improvement. This role demands a strategic vision and strong leadership to shape the future success of our projects and the organization.
Responsibilities
- Lead, mentor, and manage a diverse team of project implementation professionals, fostering a collaborative and high-performance work environment.
- Oversee the end-to-end project implementation lifecycle for a portfolio of customer projects
- Develop and optimize implementation processes to enhance efficiency, responsiveness, and the overall customer experience.
- Define and track key performance indicators (KPIs) for the implementation team, regularly reviewing and taking action to meet or exceed performance goals.
- Implement quality assurance measures to monitor and improve the quality of customer interactions and issue resolution.
- Ensure compliance with industry regulations, data security standards, and best practices within the CRM software domain.
- Establish and maintain strong relationships with key stakeholders, clients, and partners to foster long-term partnerships and customer loyalty.
- Provide regular reports and updates to the executive leadership team, highlighting operational achievements, challenges, and proposed solutions.
Required skills and qualifications
- 8+ years of total experience, with at least 2+ years in implementation for B2B SaaS products
- MBA / Graduate from tier 1 institutions
- Experience in building and directing an operations team
- Experience managing executive-level relationships
- Experience in planning and leading strategic initiatives
- Must be comfortable with frequent domestic/international travel for work
