Project Manager - Contact Center

Riyadh Air, headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a new, digitally native airline, connecting the kingdom to more than 100 destinations.

JOB PURPOSE: 

Lead and collaborate closely with the contact center, drive business initiatives, implement automation, prepare business cases, execute new projects, ensure seamless inter connectivity, and feedback loops between the contact center and headquarters (HQ) departments to improve guest experience, agent productivity, and the financial performance of the business.

KEY ACCOUNTABILITIES: 

• Develop comprehensive project plans, including scope, timeline, resources, and deliverables, for initiatives aimed at improving CX, agent productivity, and automation; Ensure effective project execution and achievement of project goals.
• Assess opportunities and risks, conduct feasibility studies, and prepare well-structured business cases for new initiatives; Clearly articulate expected benefits, costs, and ROI to gain support and approval.
• Lead projects focused on enhancing guest experience by optimizing processes, tools, and workflows that directly impact CX and agent interactions; Identify opportunities to improve agent productivity through streamlined processes and technology enhancements.
• Drive the implementation of automation solutions across various contact center functions, such as self-service options, chatbots, and robotic process automation (RPA); Collaborate with technical teams to ensure successful integration and deployment.
• Stay informed about industry trends, emerging technologies, and best practices in guest service, automation, and contact center management; Provide thought leadership to shape innovative strategies and solutions.
• Establish and maintain strong communication channels and feedback loops between the contact center and HQ departments; Collaborate with cross-functional teams to share insights, progress updates, and improvement opportunities.
• Build and nurture collaborative relationships with the leadership, internal teams, and stakeholders; Ensure alignment of strategies, goals, and project initiatives.
• Develop and analyze project performance reports, tracking key metrics and milestones to ensure successful project outcomes; Utilize data-driven insights to guide decision-making and adjustments.
• Implement change management strategies to ensure smooth adoption of new initiatives and automation solutions.
• Serve as the operational guardian of guest experience and representative for Commercial and Guest Experience teams; Address global guest scenarios that fall outside the scope of the service provider, adhere to the Delegated Authority Manual, or seek real-time endorsement for exceptions.
• Safeguard the organization’s reputation in the eyes of guests, and proactively intervene to resolve any sources of friction when necessary; Demonstrate the autonomy to make decisions that align with guest satisfaction and what is ethically correct.
• Act as the organization’s foremost ambassador for guest data privacy, responding promptly to any concerns related to processes or behaviors that could jeopardize data security.
• Be ready to intervene and act in any situation where the guest experience faces challenges or stressors, ensure a seamless and enjoyable journey for our passengers.
• Protect the commercial interests and integrity of the company at all times, challenging practices and procedures to ensure zero revenue leakage (cash & loyalty) through error or abuse.

 PROFESSIONAL EXPERIENCE: 

• Proven experience in project management, preferably within a contact center or guest service context.
• Experience in driving guest experience enhancements, agent productivity improvements, and automation initiatives. 

ACADEMIC QUALIFICATIONS: 

• Bachelor’s degree in business, Project Management, or a related field (or equivalent work experience)

SKILLS: 

• Strong analytical skills with the ability to assess business cases, analyze data, and measure project outcomes.
• Excellent communication, leadership, and interpersonal abilities.
• Proficiency in project planning, execution, and risk management.
• Proficiency in capacity planning frameworks, resource allocation strategies, and budget planning.
• Ability to provide thought leadership, stay abreast of industry trends, and drive innovation.
• Results-oriented mindset with a commitment to achieving project goals and delivering exceptional guest experiences.
• Strong organizational skills and attention to detail.
• Change management expertise with the ability to guide teams through process changes and automation adoption.

LANGUAGES:  

• Excellent spoken and written English, Arabic will be an advantage.

 COMPETENCIES: 

• Drives Results – Consistently achieving results, even under tough circumstances.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Teamwork & Collaboration – Building partnerships and working collaboratively with others to meet shared objectives.
• Strategic Mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Cultivates Innovation – Creating new and better ways for the organization to be successful.
  
  

The city that is already transforming the way we live is now redefining the way we fly. Riyadh Air, a brand-new chapter in the sky. The new national airline that’s shaping the future of flying.