Project Manager (Customer Support) at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Support, BPOIndustries

Requirements

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

SalesforceJIRAConfluenceLucidchartExcelGoogle SuiteProcess DocumentationData Flow DiagramsData AnalysisTechnical Writing

Questions & Answers

Common questions about this position

What experience level is required for this Project Manager role?

The role requires 5+ years of experience in a Business Analyst, Project Manager, or Technical Analyst role.

What key tools must I be proficient in for this position?

Proficiency is required in JIRA, Confluence, Google Sheets/Docs/Slides, Excel, and Lucidchart or similar diagramming tools.

Is this a remote or hybrid role?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a strong candidate for this Project Manager role?

A strong candidate has expert understanding of Salesforce CRM, experience in support operations and call centers, strong data analysis skills, and the ability to navigate ambiguity while creating detailed documentation and process flows.