Customer Service Project Manager

This position is responsible for leading technology projects and data analytics initiatives, ensuring the successful execution of project-related strategies within the Customer Care Center, including C2M implementation activities. The Project Manager will play a critical role in driving proactive, strategic, and visionary planning within the Customer Care Center, ensuring the successful execution of technology and data analytics initiatives. The ideal candidate will possess extensive experience with Power BI, data queries and data analytics, have experience managing technology initiatives and working with multi-functional project teams, and have demonstrated experience influencing and managing change within the business.

Availability outside normal business hours to support 24/7 business operations and storm response, as needed, is required.

JOB REQUIREMENTS: (Education, Experience, Knowledge, Skills)

• Bachelor’s degree in business, computer science, data science, mathematics, statistics, finance or a related field required

• Current SAFe Product Owner/Product Manager (POPM) 6.0 certification preferred. Candidates without this certification should demonstrate the capability and commitment to obtain it within a specified timeframe upon hire.

• 5+ years of experience in operational support, data analytics, or technology support — or an advanced degree in a related field (business, computer science, data science, mathematics, statistics, or finance) required

• Proven experience managing cross‑functional projects

• Track record of success in system‑level or technology‑driven initiatives

• Experience using AI tools to improve business efficiency a plus

• Proficiency in Microsoft Power BI, including experience creating dashboards, reports, and data models to support business decision‐making

• Experience in writing and optimizing code for data queries using SQL, Python, or similar programming languages

• Excellent written and verbal communication skills

• Proven experience in influencing and driving business changes

• Strong problem‑solving skills and the ability to think strategically

• Ability to manage multiple projects simultaneously and prioritize tasks effectively

• Ability to strategically analyze data and present insights effectively to stakeholders to drive business decision making

• Ability to work effectively in a team environment and assume a leadership role on project assignments

• Ability to partner with and influence leaders at all levels

• Communicate project status, issues, and risks to stakeholders and senior leadership, providing strategic guidance and recommendations

• Ensure projects are delivered on time and within scope while maintaining a high level of quality and stakeholder satisfaction

• Facilitate workshops, meetings, and presentations to communicate project progress and outcomes to various stakeholders

• Proactively identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness within the Customer Care Center

• Work closely with technology analysts and leaders to ensure business support, strategic vision, and technical support are aligned with project goals

• Demonstrate behaviors consistent with Our Values—Safety First, Intentional Inclusion, Act with Integrity, Superior Performance

• Prioritize the needs and expectations of customers in all project initiatives

• Strive to enhance customer experience (both internal and external customers) through technology and data analytics

• Demonstrate the ability to lead and inspire cross‑functional teams

• Take ownership of projects and drive them to successful completion

• Exhibit confidence in decision‑making while building trust to motivate and influence others

• Demonstrate a strong service orientation

• Ensure accuracy and quality in all deliverables

• Continuously seek ways to innovate and improve processes and outcomes

• Show flexibility and adaptability in a fast‑paced, dynamic environment.

• Effectively manage multiple projects and priorities simultaneously

• Adjust plans and strategies in response to changing circumstances and feedback

• Support ASCEND go‑live and business…