Customer Care Project Manager

Job Description

The Project Manager II – Customer Success is responsible for managing customer projects from order initiation through delivery, ensuring alignment with customer expectations and organizational objectives. This role contributes to departmental success by proactively managing schedules, mitigating risks, and driving cross‑functional coordination to ensure on‑time and high-quality execution. The Project Manager II serves as a key point of contact for customers and internal teams, resolving issues and communicating project status effectively.

This position also supports continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

• Manage customer projects and orders from initiation through completion, ensuring adherence to schedules, specifications, and delivery requirements.
• Develop and maintain detailed project timelines and coordinate with internal teams to align resources and priorities.
• Proactively identify risks, delays, or constraints and implement mitigation plans to maintain project timelines.
• Serve as a primary point of contact for customers, providing updates and addressing concerns related to project status and execution.
• Facilitate communication and coordination across engineering, production, supply chain, and other teams to ensure project alignment.
• Analyze project performance and recommend adjustments to improve efficiency, quality, and customer satisfaction.
• Lead project review meetings and ensure timely resolution of issues impacting delivery or quality.
• Maintain accurate project documentation, including status updates, changes, and outcomes.

• Support continuous improvement initiatives by identifying process gaps and recommending solutions.
• Coordinate resolution of complex customer or operational issues.
• Assist with forecasting and planning activities related to customer demand.
• Support onboarding of new customers or projects to ensure smooth execution.
• Perform other duties as assigned.

• Education:
  
  Bachelor’s degree in Business, Engineering, or a related discipline.
• Experience:
  
  4+ years in project management, customer success, or a related role within a manufacturing or industrial environment, or equivalent combination of education and experience.
• Preferred:
  Project management certification.

• Strong knowledge of project management principles and practices.
• Excellent communication and interpersonal skills for customer and cross‑functional collaboration.
• Ability to manage multiple projects and priorities in a fast‑paced environment.
• Strong problem‑solving and decision‑making skills.
• Ability to identify risks and implement effective mitigation strategies.
• Proficiency in organizing, analyzing, and presenting project data.

Frequent use of computer systems for project tracking, communication, and reporting. Ability to manage multiple priorities and adapt to changing project demands. Occasional standing and walking during meetings or production visits. Use of fine motor skills for documentation and communication tasks. Ability to analyze complex information and make informed decisions.

Perform all tasks on‑site in both office and manufacturing environments. Regular interaction with customers, engineering, supply chain, and production teams. Exposure to moderate to high noise levels during production floor visits. Occasional exposure to moving mechanical parts in manufacturing areas. Compliance with all safety policies and procedures to maintain a safe work environment. Use of personal protective equipment (PPE) as required in production environments.

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.