Project Manager (Customer Support) at RingCentral

Manila, Metro Manila, Philippines

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Support, BPOIndustries

5+ years of experience in a Business Analyst, Project Manager, or Technical Analyst role
Expert understanding of Salesforce CRM, data, and related processes
Technical release documentation, and systems integration concepts
Proficient in JIRA, Confluence, Google Sheets/Docs/Slides, and Lucidchart (or similar diagramming tools)
Experience writing BRDs, user stories, and other technical documents
Demonstrated ability to synthesize complex problems and make clear, actionable recommendations
Exceptional attention to detail, documentation skills, and organizational abilities
Strong communication and stakeholder management skills across technical and non-technical audiences
Comfortable working independently and under tight timelines
Detail-oriented and data-driven mindset
Ability to navigate ambiguity and proactively push work forward without extensive direction
Strong understanding of Support operations and call center environments, including case management, agent workflows, frontline team needs, and common operational challenges
High proficiency in tools like JIRA, Confluence, Excel, and Google Suite

Create and maintain detailed process documentation, dependency maps, and data flow diagrams using Lucidchart or similar tools
Drive discovery efforts, facilitating discussions to understand business needs, workflows, and system impacts
Review and contribute to business requirements documents (BRDs) and technical specifications
Work closely with program managers, project managers, and technical teams to ensure alignment and clarity on project deliverables
Analyze and document project outputs related to SFDC release notes and technical documentation
Conduct data analysis to uncover insights, identify trends, and support data-driven decision-making
Coordinate across departments to align on objectives and resolve blockers
Interpret technical requirements and create clear documentation, process flows, and deep-dive data analysis
Support cross-functional projects and initiatives in fast-paced environments