Customer Experience Project Manager

Parts Town • Addison, IL

10h • Hybrid

About The Position

The Customer Experience Project Manager will lead strategic projects that elevate the end ‑ to ‑ end customer journey and strengthen operational efficiency across the organization. This role is ideal for someone who thrives in cross ‑ functional collaboration, enjoys solving complex challenges, and is passionate about creating exceptional customer experiences. To be successful, the Project Manager must have strong expertise in our core systems, SAP and Salesforce , along with a deep understanding of Parts Town processes. The ability to translate business needs into system and process improvements, combined with strong interpersonal skills, will be crucial to driving meaningful change. This role will partner closely with the Customer Success Team to ensure customer-focused initiatives are aligned, actionable, and impactful.

Requirements

• You bring strong analytical and problem ‑ solving skills and can translate insights into action.
• You communicate clearly and manage stakeholders with confidence and professionalism.
• You excel at working cross ‑ functionally and building strong partnerships across teams.
• You can think strategically, navigate complexity, and develop solutions that drive business impact.
• You are skilled at influencing without authority and driving alignment among diverse teams and priorities.
• You take ownership, stay organized, and can manage multiple concurrent projects with urgency and attention to detail.

Responsibilities

• Partner with the Continuous Improvement Director to analyze customer data and feedback, identifying trends, pain points, and opportunities that enhance overall quality.
• Lead and manage customer experience projects from concept to completion, ensuring alignment with business goals and timelines
• Coordinate with the C X T eam , CX Unlimited Impact SME, and business stakeholders to gather requirement documents and data to support approved initiatives
• Develop Customer Experience Roadmap, consisting of project plans, timelines and budgets (when applicable) and monitor progress to ensure successful delivery
• Champion customer-centric thinking across the town by promoting best practices and innovative ideas
• Collaborate and communicate effectively with cross-functional teams—including Training, Finance, Sales, Operations, IT, and senior leadership—to ensure alignment and successful execution of approved initiatives.
• Manage EDI requests and coordinate prioritization efforts in partnership with the VP of Customer Experience.

Benefits

• Quarterly profit-sharing bonus
• Hybrid Work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away – don’t worry, we’ve got you covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed