Project Manager

Partners Personnel is hiring for a Project Manager, Customer Care Operations opportunity with a leading luxury retail organization supporting North America operations. If you thrive in fast-paced environments, enjoy leading cross-functional initiatives, and have a passion for improving customer experience and operational efficiency, this could be the perfect next step in your career.

Position:

Project Manager, Customer Care Operations

Hours:

Monday – Friday | Business Hours | Additional flexibility as needed

Job Responsibilities:

• Develop and maintain detailed project plans, timelines, and implementation schedules for customer care initiatives.
• Lead project intake and prioritization processes to align operational capacity with business goals.
• Coordinate cross-functional teams including Operations, Workforce Management, Technology, Training, and external vendors.
• Track project milestones, deliverables, and deadlines while providing regular status updates to leadership teams.
• Identify operational risks, project delays, and resource constraints while implementing proactive solutions.
• Drive accountability across stakeholders to ensure successful project execution and on-time delivery.
• Support implementation and optimization of customer care systems, workflows, automation tools, and reporting enhancements.
• Improve operational workflows and project management processes to increase efficiency and scalability.
• Facilitate stakeholder meetings, project reviews, and communication updates across departments.
• Assist with customer experience initiatives that support continuous improvement and operational excellence.

Requirements:

• Minimum 5 years of experience in project management, customer care operations, contact center operations, or related customer-facing environments.
• Luxury retail, ecommerce, hospitality, telecommunications, or other customer-centric industry experience preferred.
• Proven experience managing multiple projects simultaneously in fast-paced operational settings.
• Strong organizational, analytical, communication, and problem-solving skills.
• Experience working independently in a remote environment while maintaining accountability and productivity.
• Experience with CRM platforms, customer care technologies, and project management tools such as Salesforce Service Cloud, NICE, Genesys, Jira, or similar systems.
• Advanced proficiency with Microsoft Office Suite including Excel, PowerPoint, Teams, and Outlook.
• PMP, Agile, Scrum, Lean Six Sigma, or related certifications preferred.

Why Join Us?

• Opportunity to work with a respected luxury retail organization
• Collaborative and fast-paced team environment
• Career growth and advancement opportunities
• Make a direct impact on customer experience and operational success