Project Manager

Talascend is currently seeking a Project Manager with a leading automotive manufacturer located in Warren, Michigan.

SUMMARY:

We are seeking a strategic and results-oriented Project Manager to serve as the primary liaison between our US-based headquarters and our Consultation Center (Call Center) operations in the Philippines. In this pivotal role, you will bridge the gap between domestic strategy and offshore execution. Rather than managing the day-to-day tactical tasks of the offshore staff, you will drive performance through a dedicated Offshore Team Lead, ensuring that our international partnership remains productive, compliant, and aligned with company goals.

RESPONSIBILITIES:

• Strategic Liaison: Act as the central point of contact between US leadership and the offshore liaison who connects with the Philippines-based call center to ensure seamless communication and alignment.
• Performance Management: Monitor, analyze, and report on the offshore team’s Key Performance
  Indicators (KPIs).
• You will be responsible for identifying trends, gaps, and successes.
• Relationship Management: Manage the relationship with the offshore Team Lead, providing them with the necessary resources, feedback, and strategic direction to lead their team effectively.
• Process Optimization: Standardize workflows and communication protocols to improve efficiency and reduce friction between the two regions.
• Quality Assurance: Ensure that the offshore team maintains the highest standards of service and
  adheres to US-based brand guidelines and compliance requirements.
• Reporting: Deliver regular performance updates to executive stakeholders, translating offshore data into actionable business insights

• Bachelor's degree in business administration or a related field.
• 3–5+ years of Project Management experience, ideally within a call center, BPO, or
  international operations environment.
• Automotive experience is highly desired.
• Cross-Cultural Competency: Proven ability to collaborate with international teams; specific experience working with teams in the Philippines is a significant plus.
• Analytical Skills: Strong ability to interpret data and KPIs to drive performance improvements.
• Exceptional verbal and written communication skills, with the ability to navigate time zone differences and cultural nuances.
• Demonstrated experience managing through influence rather than direct reporting lines(working through localized Leads).
• Success Metrics
• Meeting or exceeding established Offshore KPIs (e.g., CSAT, AHT, Resolution Rates).
• Reduction in communication bottlenecks between US and Philippines teams.
• Consistency in service delivery across all shifts
• Shift: Hybrid, 9 - 5 M-F. Tue - Thu in office