Project Manager, Customer Digital Engagement

Waste Management, Inc. (WM)•Windsor, CT

1d•$95,700 - $140,288•Hybrid

About The Position

Strategic and execution-oriented Project Manager to lead critical initiatives across customer communications, contact data integrity, and digital experience platforms. This role sits at the intersection of communications technology, customer operations, and digital product management, ensuring our systems and communications are optimized, data-driven, brand-aligned, and scalable. The ideal candidate combines analytical rigor, technical capability within the Salesforce ecosystems, and strong cross-functional project management skills.

Requirements

Bachelor's Degree in Marketing, Communications, or Business Administration, or in lieu of degree
High School Diploma or GED
four years of relevant experience
5 years of experience in business analysis, project management, digital product support, or marketing technology.
This position is seated in Windsor, CT, and is in the office 4 days a week, Monday through Thursday, with Work from Home on Fridays.

Nice To Haves

Experience working within Salesforce Service Cloud or similar CRM platforms
Hands-on experience with Salesforce Marketing Cloud (preferred) or a comparable email marketing platform, including:
Email Studio
AMPscript
Cloud Pages
Journey Builder (preferred)
Experience working within Salesforce Service Cloud or similar CRM platforms.
Experience writing user stories, reviewing BRDs, and supporting agile or hybrid project methodologies.

Responsibilities

Own and manage operational customer messaging within Salesforce Marketing Cloud.
Design and build visually engaging, brand-aligned message templates that drive clarity, engagement, and action.
Develop dynamic email content using AMPscript and related coding techniques to personalize and tailor messaging at scale.
Optimize subject lines, message structure, and content based on performance and business objectives.
Develop and maintain Cloud Pages to support customized and personalized journeys and business objectives
Partner with brand, marketing, operations, and digital teams to ensure message consistency and alignment.
Support a cross-functional initiative to ensure customer contact data is accurate, clean, and actionable.
Analyze large datasets to identify gaps, and redundancies, as well as collection and maintenance inefficiencies, and structural issues.
Develop and implement strategies to improve ongoing data collection, validation, governance, and maintenance.
Engage Sales, Operations, and Customer Experience teams to gather requirements and feedback, and drive adoption of new processes.
Develop reporting and dashboards to monitor data health and completeness.
Provide project management support for enhancements and ongoing development of our online customer portal.
Collaborate with UX/UI designers and digital stakeholders to guide experience improvements and feature evolution.
Translate business needs into clear, actionable user stories.
Review and refine Business Requirements Documents (BRDs) for enhancements, new functionality, and defect resolution.
Coordinate cross-functional stakeholders (IT, product, operations, marketing) to ensure projects are delivered on time and within scope.
Support prioritization of backlog items based on business value, customer impact, and strategic alignment.