Project Manager
UK (remote-first) | Oslo | Aarhus/Copenhagen

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
• 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

About the role

This is a new role increasing headcount in the team, due to company growth and increasingly sizeable customers being onboarded.

The Project Management team work in conjunction with our Solution Architects, Implementation Engineers + wider Professional Services & Customer Success teams to ensure a smooth end-to-end customer onboarding from conception to delivery.

What you'll do 🎯

• Own the end-to-end delivery of multi-product SaaS implementation projects, from kick-off through go-live and handover.

• Lead cross-functional delivery teams – including Solution Architects, Implementation Consultants, and Trainers – to deliver on agreed scope, timelines, and budget.

• Operate within our defined delivery framework, using a hybrid (waterfall + agile) approach to balance predictability, governance, and flexibility.

• Build and maintain clear project plans, RAID logs, and status reporting, ensuring all stakeholders understand milestones, dependencies, and risks.

• Run governance forums such as steering committees and regular status meetings, providing structured updates to senior customer and internal stakeholders.

• Act as the primary point of contact for the customer, building strong relationships and advocating for their success while safeguarding project performance.

• Proactively manage scope, change control, and expectations, challenging scope creep and assumptions in a constructive, customer-centric way.

• Own the commercial health of your projects: track time, budget, and margin; forecast effort; and ensure work is delivered profitably.

• Anticipate and manage issues and escalations, keeping calm under pressure and driving clear action plans to resolution.

• Translate ambiguity into structure – turning high-level objectives or incomplete requirements into practical, executable project plans.

• Collaborate closely with Sales, Professional Services leadership, Customer Success, Support, Product, and AI/Enablement teams to ensure smooth handovers and a consistent customer experience.

• Contribute to the continuous improvement of our delivery practices by sharing learnings, suggesting enhancements to templates, and following agreed PMO standards.

The must haves ✅

• 5+ years’ experience as a customer-facing Project Manager in SaaS or IT implementations.
• Proven track record delivering projects with strong governance (plans, RAID, change control, steering committees) in a hybrid / waterfall-leaning environment.
• Demonstrable experience managing multiple concurrent projects with different products, stakeholders, and levels of complexity.
• Strong commercial acumen: comfortable managing budgets, tracking financials, understanding margin, and making decisions that balance customer outcomes with profitability.
• Evidence of disciplined change control – you know how to control scope, document impact, and negotiate change with customers.
• Excellent stakeholder management skills, including experience working with senior/executive stakeholders and handling escalations.
• Highly structured and organised, with the ability to take ambiguous situations and turn them into clear plans, activities, and timelines.
• Customer-centric mindset with the ability to lead with the customer first, ensuring decisions and actions are guided by value, outcomes, and long-term success.
• Hands-on experience with PSA or project management tools (e.g. Klient, or similar) and familiarity with working alongside CRM systems (e.g. Salesforce).

The nice to haves ✨

• Experience delivering multi-product SaaS projects in contact centre, CX, or telephony environments.
• Familiarity with tools such as Klient (PSA), Salesforce, and collaboration tools like Jira / Confluence / MS Project / Smartsheet.
• Exposure to projects involving analytics, automation, or AI-driven capabilities.
• Experience working in European/Nordic markets and with distributed teams.
• Formal PM certifications such as PRINCE2 or PMP.
• Background in a high-growth or scale-up SaaS environment.

The location 📍

This role is being hired in Oslo, Norway; Aarhus or Copenhagen in Denmark or the UK where Puzzel operates a remote-first culture with no fixed requirement to work from an office, however, you must be located in the UK with full right to work; we are hybrid with rough expectation of 2-3 days/week in the office in Nordic offices.

Travel ✈️

This role includes some customer on-site work where being in the room adds real value. You should expect occasional travel, typically within the UK and the Nordics, estimated at no more than ~15% of your time.

What’s In it for You? 🌱

• Competitive salary based on Mercer salary benchmarking data
• 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
• Gift on your birthday
• 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
• 1^st interview with PMO Manager
• 2^nd interview with VP of Professional Services
• Psychometric assessments and follow up 121 if needed

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 at the start of 2023 to 4 men: 5 women.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023 and 41% in 2024!
• 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.