A **Project Manager **in Global Customer Care at RingCentral will empower the Technical Support organization with the processes, metrics, tools, and technologies to deliver world-class technical support. You will collaborate with the global support leadership team to deliver and contribute to strategic solutions and roadmap designed to meet our ambitious productivity and Customer Satisfaction goals.This is a highly visible and challenging position with the opportunity to directly impact the success of the Customer Care organization in addition to influencing the Customer Experience across RingCentral.This role will be a hybrid role between Project Management and Process/Operations management dependent on the most critical needs of the organization.**To succeed in this role you must have experience in**:- Define strategy, objectives, project scope, and business requirements for various new or enhanced projects in GCC arena and facilitate the successful rollout and adoption of new systems, processes, etc.- Focus on internal business process and project focusing on PMO activities- Build & support Smartsheet implementation and management- Work cross-functionally with engineering, marketing, and product management to improve processes for support organization, product, and customer experience.- Monitor existing workflow, processes, and industry trends to suggest areas of potential improvement.- Find opportunities to improve workflow and create supporting documentation for review by peers and managementEssential Skills:- Strong experience with Smartsheet +2 years administration. Experience setting up systems, workspaces, templates, and workflow- _**5 years experience working in Technical Support**_ as an authority in technical support standard methodologies- Smartsheet Power User understanding user's perspective- Familiar with Salesforce Service Cloud or similar CRM systems, Knowledgebase systems, and Customer portals for case management.- Strong understanding of PMO processes- Experience in developing programs and processes that directly create customer satisfaction and loyalty.- A strong leader who is highly energetic and a motivated standout colleague.**Desired Qualifications**:- With _**10+ years of related industry experience**_.- Self-starter with the ability to handle multiple tasks and priorities simultaneously.- Strong verbal/written communication skills, including the ability to effectively communicate with both business and technical teams.- Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to follow through on implementing these improvements.- Strong attention to detail and excellent problem-solving skills.- Possess Team skills, including the ability to establish and maintain effective working relationships.- Demonstrated ability to work as a standout colleague and enjoys collaboration.- Demonstrated ability to work with mínimal supervision.- Demonstrated excellence in troubleshooting and analysis skills.- The will to work in a fast-paced, entrepreneurial Customer Care organization.- Amenable to work on a night shift schedule (i.e. 10 PM to 7 AM MNL, Weekdays )What we offer:RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)- Work from home until further notice- Comprehensive HMO package (medical, dental)- Personal Time Off Leaves- Quarterly Performance Bonus- Employee Assistance and Wellness Programs- 30% Night differential**Job Types**: Full-time, Permanent**Salary**: Up to Php70,000.00 per month**Benefits**:- Additional leave- Company Christmas gift- Company events- Health insurance- Opportunities for promotion- Paid training- Promotion to permanent employee- Work from homeSchedule:- 8 hour shiftSupplemental Pay:- 13th month salary- Performance bonus- Quarterly bonusAbility to commute/relocate:- Manila: Reliably commute or planning to relocate before starting work (required)**Experience**:- Technical support: 5 years (required)
