Project Manager

Job Description Job Description

Job Title:
Customer Service Project ManagerJob Description

The Customer Service Project Manager plans, coordinates, and executes customer service-focused projects across the organization. This role oversees system enhancements, process improvements, operational initiatives, and integration activities related to acquisitions, ensuring that all projects are delivered on time, within scope, and aligned with customer service operational needs. The position serves as a primary liaison between Customer Service, Operations, IT, and business stakeholders, driving effective communication and collaboration throughout the project lifecycle.

• Manage projects related to customer service systems, tools, workflows, and operational improvements from initiation through completion.
• Develop and maintain detailed project plans, timelines, milestones, and deliverables to ensure successful execution.
• Track project status, risks, issues, dependencies, and action items, escalating concerns when necessary to keep projects on track.
• Support user acceptance testing (UAT), including coordination of testing activities and documentation of defects, enhancements, and project updates.
• Coordinate customer service activities related to acquisitions, system transitions, and service expansions to ensure smooth implementation.
• Ensure operational readiness for system implementations, including training plans, workflow updates, and alignment of customer service processes.
• Document transition plans, risks, action items, and post-implementation activities to support sustainable change and continuous improvement.
• Serve as the primary point of contact for customer service project coordination, maintaining clear communication with all stakeholders.
• Facilitate project meetings, including preparation of agendas, leading discussions, and capturing decisions and next steps.
• Provide regular stakeholder communications and status reporting to keep leadership and cross-functional teams informed.
• Partner with technical and operational teams to translate business requirements into effective solutions and system enhancements.
• Maintain comprehensive project documentation throughout the project lifecycle, ensuring accuracy and accessibility.
• Participate in post-implementation reviews to evaluate project outcomes and identify opportunities for process enhancements.
• Ensure project outcomes support broader business goals and uphold customer service standards.
• Contribute to continuous improvement initiatives by recommending changes to workflows, systems, and processes based on project learnings.

• 2–4 years of project coordination or project management experience, preferably in customer service, operations, or contact center environments.
• Proven ability to manage multiple projects, timelines, milestones, and deliverables simultaneously.
• Experience tracking project risks, dependencies, action items, and status, and escalating issues appropriately.
• Strong communication and collaboration skills, with experience working across Operations, Customer Service, IT, and business stakeholders.
• Ability to facilitate meetings, provide clear status updates, and drive project execution to completion.
• Experience supporting operational, systems, workflow, contact center, or customer service initiatives.
• Exposure to user acceptance testing (UAT), system implementations, process improvements, or integrations.
• Familiarity with project management tools and methodologies.
• Strong organizational skills with attention to detail in planning, documentation, and follow-through.
• Effective problem-solving skills with the ability to identify issues, analyze options, and recommend solutions.
• Solid risk-management capabilities, including recognizing potential challenges and developing mitigation plans.
• Ability to succeed in a fast-paced and evolving environment, adapting to changing priorities and requirements.
• High school diploma or equivalent.

• Experience with data entry, customer service, and administrative support in a professional setting.
• Background in contact center or customer service operations, supporting system or workflow changes.
• Comfort working with project documentation, including transition plans, training materials, and post-implementation reports.
• Interest in continuous improvement and willingness to contribute ideas that enhance customer service processes.
• Motivation to grow within an organization that offers long-term career…