Customer Service - Project Manager

USA Waste and Recycling•Enfield, CT

1d•Onsite

About The Position

The Customer Service Project Manager is responsible for planning, coordinating, and executing customer service-related projects, including system initiatives, departmental improvements, and acquisition integrations. This role ensures projects are delivered on time, within scope, and aligned with customer service operational needs. The Project Manager serves as the primary project coordination point for Customer Service systems, tools, and acquisition-related initiatives, partnering with CS leaders, IT, Operations, and external stakeholders.

Requirements

High School diploma or equivalent
2-4 years of project coordination or project management experience
Experience supporting systems, operational, or contact center projects
Familiarity with project management tools and methodologies

Nice To Haves

Waste and recycling industry experience preferred

Responsibilities

Manages customer service projects related to systems, tools, process improvements, and operational initiatives.
Develops project plans, timelines, milestones, and deliverables.
Tracks project progress, risks, and dependencies, escalating issues as needed.
Assists and completes user acceptance testing when needed and maintains a log of defects and enhancements to report on progress.
Coordinates customer service-related activities for acquisitions, transitions, and service expansions.
Partners with internal teams to ensure systems, workflows, training, and readiness plans are aligned for go-live.
Documents transition plans, risks, and post-implementation follow-ups.
Serves as the primary point of contact for customer service project coordination across departments.
Facilitates project meetings, status updates, and stakeholder communication.
Ensures alignment between customer service needs, technical requirements, and operational execution.
Maintains project documentation, action items, and status reporting.
Supports post-implementation reviews and continuous improvement recommendations.
Ensures project outcomes align with defined objectives and service standards.