Strategic Project Manager (Customer Care) - Operational Excellence

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem http://www.perk.com/shadow-work-report.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit www.perk.com http://www.perk.com to learn more.

Strategic Project Manager (Customer Care) - Operational Excellence

About Us

At Perk, we are committed to delivering exceptional customer experiences and continuously improving operational efficiencies. As part of our Customer Care department, the Operational Excellence - Strategy & Knowledge team plays a pivotal role in driving strategic projects that impact both customer satisfaction and business performance. We're seeking a highly motivated and adaptable Project Manager to join our team and contribute to achieving our goals.

We are looking for a results-driven and dynamic Project Manager who can think strategically while keeping a strong focus on execution.

You will work in a fast-paced environment, collaborating with multiple teams and stakeholders across the organisation and new partners to drive key initiatives. The successful candidate will demonstrate strong leadership, change management, organizational skills, a good amount of flexibility with a proactive approach to managing projects from discovery to execution.

About the Role

• Lead and manage projects related to Operational Excellence and Customer Care strategy from design to delivery, ensuring timely and successful delivery.
• Partner with the rest of Customer Care support functions and work closely with cross-functional teams (Vendor Management, Workforce Management, Strategic Finance, Data, Revenue Team, BizOps and Product) to align priorities, new initiatives, timelines and deliverables.
• Represent Customer Care and participate actively in major company-wide projects delivered through cross-functional working groups.
• Act as the primary point of contact for project stakeholders at all levels, ensuring alignment and transparency, building and maintaining strong relationships to ensure effective communication and collaboration. Stakeholder management will be a key skill of this role in order to drive change management and ensure a smooth execution of initiatives.
• Propose and prioritise project roadmap – prioritised based on business cases / impact and aligned with the company and team goals.
• Work with Product and Go To Market Teams to help & influence them on prioritizing key projects / improvements.
• Proactively identify potential risks and dependencies, develop mitigation strategies to ensure smooth project execution.
• Continuously improve our frameworks, through best practices and implement advanced methodologies (e.g. Lean, Six Sigma, PDCA, workflow mapping…) to streamline operations and drive innovation.
• Maintain clear documentation for project plans, timelines, progress updates and lessons learned.
• Track qualitative and quantitative data to ensure projects are contributing positively to both KPIs and value propositions.
• Analyze and interpret data to make informed decisions and recommendations, turning them into actionable strategies. Champion the Voice of the Customer.
• Support on the department's WBR and MBR development.
• Act as a change agent within the Customer Care department, engaging the operations and other support functions to embrace the culture of continuous improvement and innovation, constantly challenging the status quo.
• Engage with partners and vendors to optimise Customer Care processes and technologies (e.g. Zendesk, Deepl, Guru…)

What You’ll Do

• Experience that counts: 4+ years of experience in project management, with a proven track record of delivering complex projects.
• Ability to thrive in a dynamic, fast growth and cross functional environment. Experience in SaaS startup, Customer Care environment or Operational Excellence roles is required.
• A cross-functional mindset: You’ve worked closely with teams like product, sales, business operations, data and finance and can quickly get up to speed with new areas of the business.
• A drive for execution: You know how to break down big, complex projects into smaller steps that deliver value along the way, always keeping the bigger picture in mind.
• Problem-solving: You can unwind tough challenges, balance risks and come up with thoughtful, well-structured, data-backed plans.
• Excellent data analysis skills, with the ability to extract insights from data to drive decision-making. Being familiar with Customer Care KPIs and planning inputs is a plus.
• Project Management or Six Sigma certification is a plus.
• Experience in the travel industry is a valued plus.

Full alignment to our values

• 7* star service: You have a strong customer-centric approach with the ability to understand and address customer needs.
• Be a good person: show outstanding communication and interpersonal skills. Act ethically, with humbleness and always with a smile!
• We are a team: we work together and share knowledge, keeping team goals in focus.
• I’m an owner: Self starter who takes initiative to drive growth, transforming problems into solutions - proactivity and accountability are your keywords.
• Impact over Effort: good work prioritisation skills to remain strongly focused on achieving ambitious team targets. Prove adaptability and flexibility in managing changing priorities and unexpected challenges.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com http://perk.com or @externalperk.com http://externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.