Position Title:  Call Center Operations Coordinator

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible. We’re redefining our business and building our future on one clear purpose – to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly new directions.

Your day to day

This role is part of the Customer Service Center team and plays a key role in coordinating end to end customer care delivery through an external service provider.

Rather than managing call center agents directly, this position focuses on vendor partnership management, cross functional collaboration, and operational governance, ensuring that customer interactions consistently reflect PMI’s brand, standards, and business objectives.

You will act as a single point of coordination between the external provider and internal stakeholders, ensuring alignment, transparency and continuous improvement across all customer care activities.

Customer Care & Vendor Partnership

• Coordinate the implementation of consumer programs and mechanics in cooperation with the external Customer Service provider.
• Ensure the service provider is always aligned with the latest product information, processes, procedures and system updates.
• Act as a trusted partner to the vendor, setting clear expectations, driving accountability and fostering a culture of quality and continuous improvement.
• Ensure full compliance with local regulations, marketing codes, CA guidelines and PMI internal procedures.
• Collaborate closely with Global and regional teams to ensure consistency, knowledge sharing and smooth communication flows.

Operational Governance & Performance Management

• Monitor Customer Service performance through defined commercial, operational and quality KPIs.
• Translate data into insights by preparing regular performance reports and driving action plans together with internal and external partners.
• Oversee contact volumes and backlogs to support effective capacity planning and prevent service gaps.
• Provide both standard and ad hoc analytics related to Customer Service performance, consumer trends and reconciliation topics.

Capability & Quality Development

• Ensure all customer interactions follow PMI approved communication standards and brand guidelines.
• Support ongoing capability building of the vendor through structured feedback, mentoring inputs and train the trainer initiatives.
• Identify skill gaps and improvement opportunities and proactively propose development actions.
• Perform regular quality checks across service channels to ensure high service standards and SOP adherence.

Service Incident & Stakeholder Management

• Coordinate the resolution of complex consumer cases and escalations in close collaboration with internal teams and the external provider.
• Apply a structured, consumer centric approach to incident handling, ensuring timely and effective resolution.
• Build strong working relationships with key collaborators across Marketing, Sales, Legal, IT, and Global Client Support teams.

Who we’re looking for

• Bachelor’s degree
• 1–2 years of experience in customer care coordination, vendor management, operations, or other consumer centric corporate roles
• Experience working with external partners or service providers is a strong advantage
• Fluency in English and local language
• Strong analytical mindset with solid PC skills (Excel, PowerPoint, Word)
• Ability to work cross functionally and manage multiple stakeholders
• Strong sense of ownership, quality orientation and passion for delivering excellent consumer experience

What we offer

Our success depends on our dedicated employees who come to work here every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to do things differently, experiment and explore.
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: to deliver a smoke-free future.

Please note that only shortlisted candidates will be contacted.

Philip Morris International is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment and encourage applications from all qualified individuals. Should you require any reasonable accommodations or adjustments to support your application, please let us know.