Customer Care Project Manager

Job DescriptionThe 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.Primary DutiesThe 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 ToLead and manage cross-functional Customer Care projects from initiation through execution and launchServe as the primary point of contact for assigned initiatives, ensuring alignment across departmentsDevelop and manage project plans, timelines, milestones, and deliverablesIdentify risks, dependencies, and gaps, and proactively drive resolutionsProvide regular project updates, status reporting, and recommendations to leadershipPartner with internal teams including IT, Marketing, Finance, Warranty, and CRM to support business objectivesSupport continuous improvement initiatives within Customer Care operationsTranslate business needs into actionable project plans and execution strategiesEnsure project outcomes align with Customer Care goals and operational prioritiesJob RequirementsEducation and Experience Requirements:Requires 5 or more years of experience in project management, operations, or a related roleProven experience leading cross-functional projects and managing competing prioritiesPreferredExperience supporting Customer Care, customer operations, or service-based teamsProject management certification (PMP, Agile, or similar)Knowledge, Skills, And AbilitiesStrong project management, organizational, and time management skillsExcellent written and verbal communication skillsAbility to collaborate effectively across departments and with diverse stakeholdersAbility to translate business needs into clear, actionable plansStrong problem-solving and critical-thinking skillsExperience with CRM systems, dashboards, or operational reporting preferredProficiency in Microsoft Office applications (Excel, PowerPoint, Outlook)Essential Mental And Physical FunctionsThis 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 equipmentAbility to analyze data, assess risks, and make informed decisionsAbility to communicate clearly and effectively with all levels of the organizationWork EnvironmentPrimarily office-based with routine collaboration across departments.Office environmentFrequent computer useOccasional meetings in operational or customer care settingsDisclaimerPlease 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 any 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.