Senior Project Manager

Company Overview :

Kapture Cx is an Enterprise-grade SaaS-based Customer Support Automation platform that provides businesses across industries with all-in-one customer service software. It's a cloud CRM that’s more than just a help desk designed to meet the needs of any industry. At Kapture, we believe that daily customer operations should be made simple and efficient to meet all the endless demands of customers. Kapture is the preferred choice of leading brands, including Nykaa, Meesho, Bigbasket, Unilever, Zepto, Ajio, Netmeds, Jio, Prestige and many others to build a world-class customer support ecosystem. Kapture Cx is headquartered in Bangalore and we have offices in Mumbai, Delhi / NCR and Florida. Our channel Partner network spans across 12 countries and powers

500+ businesses globally to automate their sales and support.

Position Overview :

We are seeking an experienced and dynamic Senior Technical Project Manager to lead and manage complex implementation projects. This position demands a highly experienced individual with a strong background in project management, team leadership, and client engagement. The successful candidate will be instrumental in delivering project excellence, exceeding client expectations, and motivating their team to perform at the highest level.

Key Responsibilities :

1. Project Leadership :

Take full ownership of assigned projects, ensuring their successful execution from initiation to delivery.

Act as the primary point of contact for customers, steering project discussions and managing expectations.

Forefront the development and implementation for solutions, ensuring alignment with client requirements and business objectives.

Maintain a project tracker (JIRA, G-sheet, Cogniz, Asana) for each of the projects and proactively escalate for leadership intervention

2. Team Management :

Lead, mentor, and manage a team of project managers, liaison with developers, QA, and other stakeholders involved for a project delivery.

Foster a collaborative and results-driven team environment, promoting accountability and professional growth.

Monitor team performance and provide constructive feedback to ensure project milestones are met.

Track team’s project trackers and daily scrum meetings to ensure timely delivery.

Ensure JIRA adherence

3. Stakeholder Engagement :

Conduct regular status meetings and act as the bridge between technical teams and business stakeholders.

Collaborate with cross-functional teams to resolve challenges and streamline workflows.

Maintain proactive communication with customers, addressing concerns and identifying areas for improvement.

4. Business Reviews and Reporting :

Develop and execute weekly and monthly business review (WBR / MBR) plans with clients.

Prepare and present project performance reports, highlighting successes, challenges, and actionable insights.

Drive discussions to align on future goals and priorities during reviews.

5. Risk Management and Problem Solving :

Identify project risks and implement mitigation strategies to ensure smooth delivery.

Troubleshoot technical and operational issues, ensuring quick resolution to maintain project timelines.

6. Process Optimization :

Implement industry best practices to improve project management workflows.

Innovate processes to enhance the efficiency and effectiveness of project execution.

Ensure adherence to SLAs and compliance standards in all project activities.

Qualifications :

Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.

8+ years of experience in project management, with at least 3 years in a senior / team handling role.

Proven track record of managing and delivering multiple, high-impact technical projects on time.

Strong team handling experience with a focus on mentoring and skill development.

Excellent communication and interpersonal skills, with the ability to engage effectively with technical and non-technical stakeholders.

Experience in conducting business reviews and client presentations.

Proficiency in project management tools such as Jira, Asana, or MS Project.

Certifications like PMP, Scrum Master, or equivalent are a plus.