Customer Service Project Manager

We are seeking a highly innovative and strategic Customer Service Project Manager to join our team. The ideal candidate will be directly involved in executing customer service projects and overseeing a customer service product, ensuring that tasks are completed efficiently and effectively. This role requires you to have creative solutions, excellent communication, and the ability to manage multiple projects simultaneously.

Key Responsibilities

Product Management:

• Take ownership of a specific customer service product, managing its lifecycle from development to deployment and ongoing support.

• Continuously evaluate the product's performance and agent feedback, implementing enhancements and updates to improve functionality and user experience.

• Identify opportunities for new products by researching agent needs. Lead the development and launch of new customer service products, from concept to agent introduction.

Project Management:

• Lead cross-functional projects aimed at improving the customer service process, efficiency, and overall experience.

• Handle and complete project-related tasks, ensuring timely and accurate execution.

• Ensure all projects are delivered on time, within scope, and aligned with customer service goals.

• Monitor project progress, manage risks, and report updates to leadership.

Internal Processes:

• Update the PMS (Click-Up) with progress on all tasks and projects.

• Keep constant communication with the rest of the PM team.

• Voice any new ideas or opinions on active projects/tasks to the PM team.

• Design and present one-pagers outlining a new project.

Education & Experience:

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

• 3+ years of experience in customer service management, quality assurance, or project management.

• PMP or equivalent certification is a plus.

Skills & Competencies:

• Strong analytical skills with the ability to interpret QA metrics and customer feedback.

• Excellent project management skills, including the ability to manage multiple projects simultaneously.

• Proficient in communication and leadership, with experience providing constructive feedback and leading cross-functional teams.

• Ability to work in a fast-paced environment while maintaining attention to detail.

• Familiarity with customer service best practices and KPIs.

• Strong problem-solving and decision-making skills.

Technical Proficiency:

• Knowledge of customer service software (Zendesk).

• Proficiency in project management software (Click-Up).

• Competence in reporting and analytics tools to measure team performance.

The Office

We are located in our state-of-art HQ in Hørsholm, at DTU Science Park. We take great pride of the building we designed! The office features bright meeting rooms, coffee areas to catch up with colleagues, a large testing arena with simulators available for employees and a fitness centre, everything surrounded by a beautiful forest and respecting the environment. We made sure to utilize the newest technologies to be energy efficient and be mindful of ventilation and sound propagation.

The cherry on top is our canteen: with indoor and outdoor area to enjoy the fresh food prepared by our own kitchen staff.

Join the home of a powerful sports brand and a one-of-a-kind technology

Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. Trackman’s blend of cutting-edge technology, sports, and continued growth make our company an outstanding place to work. Our work culture is entrepreneurial, ambitious, and rewarding as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud of working in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race.

We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarter located in Denmark and offices in New York, Phoenix, Poland, Tokyo and Seoul. We employ over 700 people worldwide, half of which work in Denmark, where most hardware and software products are developed, tested and manufactured.

Where innovation happens

At Trackman, we know that great people make great products. We believe that teams thrive and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of the exceptional solution. This mix is what makes Trackman an inspiring company – for our customers and our colleagues.