Company Description XtendOps is an AI-powered BPO focused on modern customer experience, combining experienced CX operations with custom AI agents and its proprietary operating system, XOOS. The company delivers faster, more consistent support across chat, email, and voice channels while ensuring people remain in control of AI-assisted workflows. XtendOps works with organizations at different stages of AI adoption, offering both advanced AI-enabled solutions and traditional best-in-class BPO services with strong operational rigor. Its services span the entire customer journey, including Digital CX, Back Office Support, Sales Outsourcing, Compliance, and Trust & Safety. By using AI efficiencies to invest in career growth and work culture, XtendOps builds tenured, highly skilled teams that drive better employee and customer experiences.
Role Description The Senior Project Manager is a full-time, on-site role based in Iloilo, responsible for leading complex client projects and internal initiatives from planning through execution and completion. This role oversees project scoping, timelines, resource allocation, and risk management, ensuring deliverables meet quality, budget, and performance targets. The Senior Project Manager collaborates closely with operations, CX teams, and technical stakeholders to implement AI-enabled and traditional BPO solutions, monitor progress through data and metrics, and provide clear status reporting to clients and leadership. Daily activities include coordinating cross-functional teams, facilitating meetings, managing change requests, resolving issues, and continuously improving processes and workflows. The role also mentors project team members, contributes to best practices, and supports strategic initiatives that enhance service delivery and customer experience.
Qualifications
- Strong project management skills, including project planning, execution oversight, risk and issue management, and stakeholder communication.
- Experience leading cross-functional teams in a BPO, CX, or operations environment, with the ability to drive alignment and accountability.
- Proficiency in using project management tools and reporting dashboards, with the ability to interpret data and performance metrics to guide decisions.
- Background in customer experience, contact center operations, or service delivery, ideally within AI-powered or technology-enabled environments.
- Excellent written and verbal communication skills, including the ability to present to clients and senior leadership and manage expectations clearly.
- Demonstrated ability to manage multiple projects simultaneously, prioritize effectively, and work in a fast-paced, high-growth setting.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma, or similar) and a structured approach to continuous improvement.
- Bachelor's degree in Business, Operations Management, Engineering, or a related field; advanced certifications such as PMP or Prince2 are a plus.
- Previous experience in people leadership or mentoring, with a focus on coaching teams and supporting professional
