PMO Supervisor (CRM & Strategic Operations) is a critical leadership support role within the PMO, primarily responsible for overseeing Customer Relationship Management (CRM) workflows, client-facing system escalations, and high-level stakeholder alignment. Serving as the direct operational proxy for the PMO Manager and the Chinese PMO Manager, this role ensures seamless project continuity, executive representation in key meetings, and high-level decision-making when primary managers are unavailable. This position bridges client requirements with internal execution across all six project verticals.
Key Responsibilities
- CRM & Client Interface Management:
- Act as the primary lead for all CRM-related workflows, ensuring all client tickets, SLA justifications, and portal disputes are managed and resolved promptly.
- Align directly with the GLOBE GSP Team and other external stakeholders to manage client expectations and mitigate commercial/SLA penalties.
- Executive Proxy & Leadership Representation (OIC):
- Serve as the official Officer-in-Charge (OIC) and official representative for the PMO Manager (Arbby) and Chinese PMO Manager (Severin) during their absence.
- Lead executive meetings, including the Weekly Operations Review (WOR) and Project Review Board (PRB), ensuring all strategic directives are continuously driven.
- Strategic PMO Integration:
- Work synergistically with the PMO Supervisor for Operations (Field Governance) and PMO Supervisor for Reporting (Analytics) to consolidate field realities and data into executive-level action plans.
- Support the PMO Manager in driving overall project analytics and high-level strategy for all 6 operational scopes (Sales, Install, Repair, B2B, Distribution, Core & Access).
- High-Level Escalation Management:
- Intervene in severe operational roadblocks (e.g., major TowerCo access denials, critical manpower shortages) that require higher-level management authority before escalating to the Project Director.
- Operational Redundancy:
- Maintain a deep understanding of the entire PMO workflow to provide structural stability and strategic guidance to the Billing Team, PCM Team, and Area OMs when required.
Qualifications And Needed Work Experience
- Education: Bachelors degree in Business Administration, Information Technology, Engineering, or a related field.
- Experience: At least 4-5 years of experience in Project Management, CRM/Client Relations, or Telco Operations. Previous experience as an Assistant Manager or Senior Supervisor in a Managed Services/Telco environment is highly preferred.
- Technical Skills: * Advanced proficiency in Telco CRM platforms, ticketing systems, and client portal management.
- Strong understanding of SLA/KPI frameworks for both Last Mile and Core & Access scopes.
- Soft Skills: Executive Communication: High-level verbal and written communication skills; capable of facing client executives and Chinese Management. Leadership & Autonomy: High capacity to make executive decisions, lead cross-functional teams, and manage severe project escalations independently. Adaptability: Can thrive in a high-pressure environment and seamlessly transition between client management and internal operations.
Job Types: Full-time, Permanent
Benefits
- Additional leave
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Work Location: In person
