Project Management Officer📣 Job Ad

About the Role

Dautom is seeking a Project Management Officer to join our team in Riyadh, Saudi Arabia. This full-time role focuses on establishing and maintaining robust experience governance frameworks. The ideal candidate will bring 2-5 years of relevant experience, contributing to the oversight and enhancement of customer experience standards within the organization.

Key Responsibilities

• Design and implement CX governance frameworks, including operating models, decision rights, escalation protocols, and policy authoring.
• Conduct compliance and quality auditing, encompassing journey audits, mystery shopping, control testing, root cause analysis (RCA), and corrective-action tracking.
• Validate CX metrics and data integrity, covering definition, baseline governance, and anomaly detection for indicators such as CSAT, NPS, and CES.
• Oversee Service Level Agreements (SLAs), review governance documents, and manage incident/severity classification processes.
• Build and manage Key Performance Indicators (KPIs) and other relevant indicators to monitor performance and quality.

Qualifications and Experience

• Bachelor's degree in Business, Marketing, Data/Analytics, Engineering, IT, or a related field. A Master's degree is preferred.
• Demonstrated track record in building or running a governance, audit, or quality function.
• Proven experience in building and managing KPIs and performance indicators.
• A minimum of 2 years and a maximum of 5 years of professional experience in a relevant capacity.

Analytical Capabilities

• Strong data literacy, with the ability to interpret survey and performance data, conduct comparison analysis, and identify scoring or measurement defects.
• Proficiency in Microsoft Excel for data analysis and reporting.

Professional Skills

• Ability to facilitate cross-functional collaboration and achieve stakeholder alignment.
• Demonstrated capacity to influence without direct authority.
• Excellent executive communication skills, including briefing leadership and producing formal documents and presentations.
• Proficiency in technical writing for Standard Operating Procedures (SOPs), policies, audit reports, and meeting minutes.
• Exceptional attention to detail and a strong commitment to standards and quality.

Application Process

Candidates who meet the above requirements are encouraged to apply. This is a full-time position based in Riyadh, Saudi Arabia.