Customer Care Project Manager

JCPenney•Dallas, TX

About The Position

The Project Manager, Customer Care is responsible for leading and executing strategic initiatives that drive operational excellence, technology innovation, and business transformation within the Customer Care Contact Center. This role partners closely with cross-functional stakeholders, vendors, and senior leadership to deliver projects that enhance the customer and associate experience, improve efficiency, reduce costs, and maximize return on investment. This position needs to seamlessly operate at both the strategic and tactical levels, possessing strong project management expertise, outstanding communication skills, and the ability to analyze complex data to identify opportunities, mitigate risks, and drive informed business decisions.

Requirements

Bachelor’s degree in business, technology, project management, operations, related field or equivalent experience.
1–3 years of project management experience, preferably within a customer care contact center operation, technology, or a related environment.
Experience coordinating cross-functional projects involving multiple stakeholders and competing priorities.
Strong analytical and problem-solving abilities with the ability to make data-driven recommendations.
Excellent verbal, written, presentation, and stakeholder management skills.
Experience using project management platforms and collaboration tools.
Advanced proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.

Nice To Haves

PMP certification or progress toward PMP certification
Experience managing vendor relationships and third-party partnerships.
Experience with Workforce Management (WFM) tools and customer service technologies.
Familiarity with Agile, Waterfall, or hybrid project management methodologies.

Responsibilities

Lead end-to-end project management for Customer Care initiatives, including technology enhancements, process improvements, vendor integrations, and multi-brand strategic programs.
Develop, maintain, and execute comprehensive project plans, timelines, resource allocations, budgets, and deliverables.
Monitor project progress, identify risks and dependencies, implement mitigation strategies, and ensure successful project delivery within scope, budget, and timeline.
Apply change management and governance practices to support evolving business priorities and project requirements.
Drive continuous improvement by identifying efficiencies, cost-saving opportunities, and operational enhancements that improve customer and associate experiences.
Analyze operational and project-related data to identify trends, performance gaps, and opportunities for improvement.
Recommend and implement solutions that improve service quality, productivity, customer satisfaction, and associate engagement.
Support broader company initiatives and strategic priorities through thoughtful analysis, planning, and execution.
Partner with business leaders and key stakeholders to define project objectives, align priorities, and support strategic decision-making.
Build and maintain strong relationships with internal teams, external vendors, and third-party partners to ensure successful collaboration and project outcomes.
Facilitate communication across functions, ensuring all stakeholders remain informed, engaged, and aligned throughout the project lifecycle.
Manage vendor performance, contracts, and partnerships while identifying opportunities to create synergies and optimize investment.
Prepare and deliver project status updates, business reviews, and executive presentations for senior leadership.
Escalate risks, issues, and critical decisions in a timely and solutions-oriented manner.
Provide data-driven insights, recommendations, and action plans to support business objectives and operational performance.