**Manage and be responsible for designing and ensuring the end-to-end functionality and correct CX of each digital product, such as websites, mobile apps, chatbots, and AI agents.** Coordinate updates and enhancements to automotive digital products. Manage timelines, deliverables, and stakeholder communication for digital CX projects. Ensure UX/UI consistency and alignment with brand standards, as well as feature and digital product adoption. Oversee implementation and correct CX of features such as payment calculators, service schedulers, and vehicle configurators. **Feature Development & Optimization** Define feature requirements and specifications. Conduct user acceptance testing (UAT) and gather feedback to improve functionality. Monitor performance and usage of digital tools/products and recommend improvements. **Reporting & Performance Tracking** Track project milestones, risks, and dependencies. Report on feature adoption, user engagement, and satisfaction metrics. Support post-launch analysis and continuous improvement initiatives. **Stakeholder Collaboration** Liaise with marketing, IT, sales, and customer service teams to align CX goals. Assist in vendor coordination and third-party integrations. Ensure customer-centricity is embedded in all digital touchpoints. **1. Job Knowledge and Skills:** **Project Management and Methodologies** * **Mastery of frameworks**: Agile/Scrum, Kanban. * **Governance capability**: define standards, metrics, UAT matrix, and processes to ensure consistency in digital products. * **Portfolio management**: prioritize CX initiatives based on business impact and customer experience. 2. **Digital Transformation and Technology** * **Knowledge of CX digital platforms**: website development, mobile app development, HTML, CRM, marketing automation, chatbots, experience analytics. * **Understanding of technology architecture**: system integration, APIs, cloud, and cybersecurity. * **Digital innovation**: identify trends such as generative AI, advanced personalization, and omnichannel strategies. 3. **Customer Experience (CX)** * **Customer journey mapping**: understand touchpoints and friction areas. * **User-centered design (UX/UI)**: collaborate with product teams to ensure intuitive experiences. * **CX KPIs**: NPS, CSAT, CES, resolution time, retention rate, adoption, news. 4. **Strategic Skills** * **Business alignment**: translate corporate strategy into concrete digital projects. * **Change management**: prepare teams and stakeholders for new ways of working. * **Impact measurement**: demonstrate how CX initiatives contribute to revenue, loyalty, and efficiency. 5. **Soft Skills (Power Skills)** * **Effective communication**: convey objectives and results to both technical teams and executives. * **Collaborative leadership**: motivate multidisciplinary teams in agile environments. * **Conflict resolution and negotiation**: balance priorities between business and technology areas. * **Critical thinking and adaptability**: respond quickly to changes in the digital market. This PMO role in digital CX products serves as a **bridge between strategy, technology, and customer experience**, ensuring that every digital project delivers measurable business value. **2. Years of Experience:** * **3 to 5 years of experience in digital project management** or in areas related to digital transformation. **2 to 3 years** specifically in **Customer Experience (CX)** projects, CRM, omnichannel platforms, or customer experience initiatives. **Prior experience leading multidisciplinary teams** (IT, marketing, UX, customer service). **3. Education** 1. **University degree** * Bachelor’s degree in related fields: * Industrial Engineering * Systems Engineering / Computer Science * Digital Marketing **4. Specific Courses/Certifications** * Project Management, Digital Transformation, Customer Experience Management **Certifications** **Agile methodologies**: Scrum Master, SAFe, Kanban. **Customer Experience**: certifications in CX Management, Design Thinking, Service Design. **5. Travel Required?** No Mexico City, Mexico