Project Manager in Durban, Kwazulu-Natal at CXAi

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

About Us

We're a fast-moving startup on a mission to revolutionize the call centre industry using the power of AI and Large Language Models. We’re building intelligent systems to enhance customer experience, supercharge agent performance, and drive operational excellence.

Through advanced conversational AI, we build systems that understand, adapt, and evolve with every conversation. Our platform powers decision-support tools and intelligent virtual agents helping call centers deliver faster, smarter, and more human customer service—where every interaction matters

Overview

We are seeking an experienced and highly organized Project Manager with a strong background in the BPO industry to lead and manage operational and client-driven projects. The ideal candidate will have proven experience handling cross-functional teams, managing timelines, and driving successful project execution within a fast-paced BPO environment.

This role requires strong project management expertise, stakeholder communication, and hands-on experience using Microsoft Project and other project management platforms.

Key Responsibilities

• Lead and manage end-to-end projects within the BPO environment
• Define project scope, timelines, deliverables, and resource allocation
• Coordinate with internal departments, operations teams, and stakeholders to ensure successful project execution
• Monitor project progress and proactively address risks, delays, or operational challenges
• Facilitate project meetings, status updates, and reporting
• Ensure projects are delivered on time, within scope, and aligned with business objectives
• Maintain project documentation, trackers, and reporting dashboards
• Collaborate with leadership teams to improve operational efficiency and project delivery processes
• Utilize project management tools and software to manage schedules, milestones, and workflows
• Support process improvement and continuous optimization initiatives

Required Qualifications

• Absolute must: Prior experience in the BPO industry
• 3–5 years of Project Management experience
• Previous Project Manager designation/title preferred
  • Candidates without formal PM title may still be considered if they have strong PM experience within BPO
• Strong knowledge and hands-on experience with:
  • Microsoft Project
  • Project management platforms/tools
• Excellent organizational and multitasking abilities
• Strong communication and stakeholder management skills
• Ability to manage multiple projects simultaneously in a fast-paced environment
• Strong analytical and problem-solving skills

Preferred Qualifications

• Experience managing operational or client implementation projects in BPO
• Familiarity with Agile, Waterfall, or hybrid project methodologies
• PMP certification is an advantage but not required
• Experience working with cross-functional and remote teams

CXAi welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Please note that any offer of employment will be conditional upon completion of background and reference checks, including a criminal record check and/or credit check (where applicable).

We appreciate all who submitted their application. Please be advised that only those who are shortlisted will be contacted by our Talent Acquisition Team