Customer Care Project Manager

Atlanta, GA

Within the Customer Experience department, the Customer Care group is responsible for all contact center and roadside assistance activities. The Customer Care Project Manager provides leadership in the implementation and on-going support of several large and small-scale, business and customer critical projects to improve the Customer Service and Experience in our contact centers as well as coordination and facilitation of data privacy initiatives including overseeing company-wide compliance.

Additionally, this role is responsible for onboarding new vendor partners, leading continuous process improvement initiatives designed to improve customer experience and operational efficiency, and the rollout and ongoing support for new customer and agent facing tools and platforms. The role will ensure vendor compliance by analyzing performance, initiative alignment, contract accountability, and institute standardized reporting for easy consumption at all levels of leadership to quickly understand the success and opportunities for all contact center channels.

Roles & responsibilities

Lead optimization, standardization, and technology projects to improve customer experience and the contact center environment
Supervise the onboarding of new vendors
Proactively seek and deploy continuous improvement process initiatives
Setting project goals, establishing tasks and a timeline for completion by assigned parties
Evaluating progress and making adjustments as needed to ensure that clients, internal or external, achieve their desired results
Coordinate project activities, budgets, personnel and work with other departments to meet deadlines and project goals within set resources and under firm deadlines
All other duties as assigned

Qualifications

Required qualifications include:

Bachelor’s degree in management, business or a related field required
Five to seven years professional Project Management experience
Proven track record of successful process improvement initiatives
Contact Center or similar Operations Management experience required
Strong analytical and organizational skills
Proven track record of effectively delegating tasks, motivating colleagues and managing stakeholder priorities in a deadline-oriented environment
Strong oral/written communication, facilitation, listening and presentation skills at all levels.
Ability to influence, negotiate and mediate effectively

Preferred qualifications include:

Master’s degree in related field
Automotive related industry experience
Project management certification
Six Sigma certification

Skills:

Proficient computer skills in all Microsoft office applications, especially Excel and PowerPoint
Proficient working in a multi-cultural environment
Ability to work with company sensitive information and maintain confidentiality
Detail Oriented
Adaptability/Flexibility
Problem solving
Customer Focused
Consultative skills
Ability to effectively manage multiple projects as well as direct and indirect personnel
Works well without close supervision
Ability to set and meet challenging deadlines
Excellent interpersonal skills

Percentage of required travel: 10%

Schedule/Shift: 40 hours a week, Monday through Friday. Actual hours are negotiable.

Physical requirements

Must be able to lift 15 pounds at times.
While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.

Direct reports

N/A