Project Manager, Customer Care Operations

Location: Hybrid (with the potential to transition to fully remote)

Start Date: Immediate / ASAP

Are you a results-driven project leader who thrives on turning complex cross-functional goals into flawlessly executed strategies?

Our North American Customer Care Clients operations are evolving rapidly, and we are launching key strategic initiatives to enhance their customer experience and operational scale. We are seeking a high-energy, detail-oriented Project Manager to join their team for an immediate 6-month contract. This position will launch in a hybrid capacity, with the exciting potential to transition to fully remote as you integrate into our workflows.

In this role, you will be the driving force behind operational efficiency. You will bring structure, consistency, and velocity to our initiatives—proactively managing risks, alignment, and stakeholder accountability across our retail and contact center ecosystems.

Key Responsibilities (The Scope of Impact)

• Strategic Planning & Mapping: Design comprehensive project blueprints, implementation plans, and timelines for vital Customer Care initiatives, including systems upgrades and operational readiness programs.
• Intake & Prioritization Governance: Lead and elevate the project intake process, helping Senior Leadership evaluate scope, resource capacity, and business impact to make data-driven decisions.
• Milestone Execution & Accountability: Drive complete visibility into project milestones. Establish a consistent reporting cadence and ensure all cross-functional partners remain accountable to deadlines.
• Proactive Risk Mitigation: Anticipate bottlenecks, resource constraints, and technical dependencies early; swiftly deliver strategic solutions to maintain project momentum.
• Cross-Functional Synergy: Serve as the central hub of collaboration across Operations, Workforce Management, Stores, IT, Training, and external vendors.
• Process & Systems Optimization: Identify opportunities to implement automation, enhance reporting, and refine workflows to elevate both the agent and customer experience.

Candidate Profile (Qualifications)

• Proven Experience: 5+ years of project management leadership within contact centers, retail operations, or fast-paced, customer-facing corporate environments.
• Execution-Focused: Demonstrated success managing multiple complex initiatives simultaneously while balancing competing priorities and stakeholder expectations.
• Agile Communicator: Exceptional organizational, analytical, and communication skills with a proven ability to influence cross-functional teams and drive alignment.
• Adaptable & Autonomous: Highly disciplined and detail-oriented, with the ability to manage deliverables independently in both hybrid and remote environments.
• Technical Proficiency: Hands-on experience with contact center infrastructure, CRM platforms, and PM tracking tools (e.g., Salesforce Service Cloud, NICE, Genesys, Jira, or similar). Advanced skills in the MS Office Suite are required.
• Preferred Assets: PMP, Agile, Scrum, or Lean Six Sigma certifications. Experience in retail, e-commerce, hospitality, or telecommunications is a strong plus.

Why Join Us?

This is an immediate-start opportunity to lead high-visibility projects that directly impact how millions of customers interact with their brand. If you are ready to make a measurable impact from day one, apply today for immediate consideration.

Pay: $75,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Experience:

• Project management: 5 years (Preferred)

Work Location: Hybrid remote in Jacksonville, FL 32218