About the team

Our team deals with projects for 'grounding' product and business changes in Avito Support. Our main task is to make the user's path when contacting support as clear as possible, and the resolution of their issue — quick and through a convenient channel. We assess the quality of our work through user metrics and agent efficiency metrics. We interact with the back-office departments of the Client Service Center, coordinate several teams, and manage risks, resources, and deadlines.

You will be responsible for:

• launching and managing projects to improve client experience and operational efficiency in Avito Client Service;
• conducting briefings and gathering requirements from internal customers;
• forming a team, coordinating resources for the project;
• developing project documentation, building the project roadmap;
• planning the budget, forming a task backlog, controlling deadlines and execution of project tasks;
• identifying and working through risks, managing priorities;
• preparing functional requirements, technical specifications, instructions;
• developing and defending project scenarios and business cases for management;
• maintaining cross-functional communications with stakeholders: informing, coordinating, and working through risks;
• presenting project status to management, approving necessary project decisions, defending project results;
• collecting and analyzing data from information systems (reporting);
• communicating with business analysts and data analysts.

We expect that you:

• have at least two years of project management experience (experience managing projects in client service/support will be a plus);
• are proficient in project management methodologies (Agile, Scrum, Waterfall);
• know and can work according to PMBOK, PDCA standards;
• are able to gather resources and form a project team;
• can effectively build communications within the team and cross-functionally;
• can manage several projects simultaneously and set priorities (from 3 to 5 projects per quarter);
• are able to independently build the work process and be responsible for the result;
• are quick learners and can work with large volumes of information;
• can analyze situations and make data-driven decisions (we have a constant shortage of data analyst resources).

Working with us means:

• hybrid or remote work format;
• autonomy in decision-making, the opportunity to influence business and product development;
• a talented team, a community of professionals;
• a transparent bonus system, a decent salary — we will discuss the amount during the interview;
• meal compensation;
• continuous development: feedback from the manager, courses, trainings, competency assessment;
• care for your health: from day one you will have voluntary health insurance (VHI) including dentistry, a therapist and a masseur are available in the offices;
• everything necessary for productive work: equipment, software, accessories.