Senior Project Manager – Telemarketing / E-commerce Operations
Summary
Senior Project Manager running large-scale telemarketing/telesales and e-commerce operations projects, overseeing 200+ staff through PMs, ops managers, and team leads. Day-to-day focuses on KPI monitoring (sales conversion, CSAT, SLA), client relationship management, workforce planning, budgets, and process improvement.
Salary: Rp 20.000.000 – Rp 30.000.000 per month
About the role
We are seeking an experienced Senior Project Manager to oversee and manage large-scale operational projects, particularly in Telemarketing / Telesales and E-commerce Operations. The ideal candidate should have a strong background in managing large operational teams, driving business performance, and ensuring operational excellence across multiple projects.
Key responsibilities
Lead and manage large-scale operational projects, particularly in Telemarketing / Telesales or E-commerce Operations.
Oversee daily project operations, ensuring operational targets, service quality, productivity, and client expectations are consistently achieved.
Manage and supervise large operational teams of more than 200 employees through Project Managers, Operations Managers, Team Leaders, and Supervisors.
Monitor key operational KPIs, including productivity, sales conversion, customer satisfaction (CSAT), service level agreements (SLA), quality, and employee attrition.
Develop and implement operational strategies, process improvements, and performance optimization initiatives.
Maintain strong relationships with clients and internal stakeholders to ensure effective project delivery and business continuity.
Manage workforce planning, resource allocation, operational budgets, and project performance.
Identify operational challenges, conduct root cause analysis, and implement effective corrective actions.
About you
Minimum 5 years of experience in Project Management, Operations Management, or a similar leadership role.
Proven experience managing large-scale projects in Telemarketing / Telesales (Insurance sales, banking-related sales, financial product sales, internet sales, or other outbound sales operations) or E-commerce Operations (Pre-sales and after-sales customer service operations, including customer inquiries, order processing, complaint handling, and after-sales support for third-party e-commerce platforms or marketplaces).
Must have experience managing operational teams of more than 200 employees, either directly or indirectly through multiple management levels.
Strong understanding of operational KPIs, business performance management, and client relationship management.
Excellent leadership, problem-solving, communication, and project management skills.
Experience in BPO, outsourcing, or customer service operations will be an advantage.