Manager, Project Management

Manager, Project Management
UK, Stockholm, Copenhagen, Aarhus or Oslo

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)
• Currently ~300 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What we're looking for 🔎

We are looking for a new PM Manager to head up our team of 6 in-house Project Managers + interim Program Manager.

This is a very stable team with tenures ranging from 2 years to 17 years, across all the core Puzzel locations.

We’re therefore looking for an experienced manager – ideally directly in Project Management, but Implementation, Delivery, Program Managers or similarly adjacent fields are viable too.

Contact Centre experience isn’t a must, but you must have worked on lengthy, complex delivery projects of SaaS offerings. To give you an idea, our shorter projects take 2-3 months, but bigger ones can take <2 years so understanding how to effectively manage resources throughout these lifecycles is key.

The role is available due to retirement, with the current Manager leaving on the 18th September, so we would hope to get someone to start by early September so we can have a period of handover before she leaves.

Main tasks and responsibilities

• Recruit, train and develop employees in the Project Management team
• Follow up and deliver on KPI’s in the Project Management team and other performance indicators
• Progress and financial reporting on projects and budget/forecasting to the CSG Management team
• Responsible for and weekly follow up on time registration and resource utilization for the team
• Prioritize and distribute workload
• Support key customers
• Manage and develop processes for the Project Management team and work together with Customer Enablement Management team in developing the overall processes
• Collaborate closely with Solution Architecture & Implementation teams, in addition to wider Customer Enablement and Professional Services teams.
• Actively participate in the Customer Enablement Management Team
• Build and maintain necessary knowledge level for the team
• Manage and develop processes in Project Management system, Klient

The must haves 💪

• Team Leadership/ Supervisor of Project Managers
• Fluency in English
• A commercial mindset, understanding the financial implications of effective delivery and costs to business of utilising resources

The nice to haves ➕➕➕

• Bachelor or equivalent in relevant field or qualified through experience
• Direct management of a Project Management or related team
• Certificate in Prince 2 or equivalent Project Management Methodology
• Experience in a geographically split, international setting

The location

This role can be located in UK (we are remote first with an office in London, but you must be UK resident), Stockholm, Copenhagen, Aarhus or Oslo.

What’s In it for You? 💰

• Competitive salary
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Generous pension contribution
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1st interview with Director of Customer Enablement
• 2nd interview with current PM Manager
• Final interview with Chief Customer Officer

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.