Job Description:

The Customer Care Project Manager is responsible for leading and coordinating cross-functional initiatives that support the success of Customer Care operations. This role partners closely with internal teams including, but not limited to, IT, Marketing, Finance, Warranty, and CRM to plan, execute, and deliver projects that improve systems, insights, and processes. The Customer Care Project Manager plays a critical role in enabling Customer Care’s strategic initiatives by bringing structure, clarity, and momentum to high-impact projects and ensuring cross-functional efforts deliver meaningful results.

The Customer Care Project Manager leads projects from planning through execution and launch, ensuring alignment across stakeholders and timely delivery of outcomes. This role requires strong organizational, communication, and problem-solving skills, as well as the ability to manage multiple initiatives simultaneously in a fast-paced environment.

Primary duties may include, but are not limited to:

Lead and manage cross-functional Customer Care projects from initiation through execution and launch

Serve as the primary point of contact for assigned initiatives, ensuring alignment across departments

Develop and manage project plans, timelines, milestones, and deliverables

Identify risks, dependencies, and gaps, and proactively drive resolutions

Provide regular project updates, status reporting, and recommendations to leadership

Partner with internal teams including IT, Marketing, Finance, Warranty, and CRM to support business objectives

Support continuous improvement initiatives within Customer Care operations

Translate business needs into actionable project plans and execution strategies

Ensure project outcomes align with Customer Care goals and operational priorities

Job Requirements

Education and Experience Requirements:

Requires 5 or more years of experience in project management, operations, or a related role

Proven experience leading cross-functional projects and managing competing priorities

Preferred:

Experience supporting Customer Care, customer operations, or service-based teams

Project management certification (PMP, Agile, or similar)

Knowledge, Skills, and Abilities:

Strong project management, organizational, and time management skills

Excellent written and verbal communication skills

Ability to collaborate effectively across departments and with diverse stakeholders

Ability to translate business needs into clear, actionable plans

Strong problem-solving and critical-thinking skills

Experience with CRM systems, dashboards, or operational reporting preferred

Proficiency in Microsoft Office applications (Excel, PowerPoint, Outlook)

Essential Mental and Physical Functions:

This role requires strong attention to detail, problem-solving, and the ability to manage multiple priorities. The Customer Care Project Manager must be able to sit or stand for extended periods and work in a fast-paced, deadline-driven environment.

Frequent use of computer and office equipment

Ability to analyze data, assess risks, and make informed decisions

Ability to communicate clearly and effectively with all levels of the organization

Work Environment:

Primarily office-based with routine collaboration across departments.

Office environment

Frequent computer use

Occasional meetings in operational or customer care settings

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

Acknowledgement:

I have read this job description (or had it read to me) and I fully understand all my job duties and responsibilities. I am able to perform the duties and responsibilities as outlined, with or without reasonable accommodation. I understand that my job duties and responsibilities may change on a temporary or regular basis according to the needs of my location or department and if so I will be required to perform such additional duties and responsibilities. If I have any questions about job duties not specified on this description that I am asked to perform, I should discuss them with my immediate supervisor or a member of the Human Resources staff.

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