Customer Care Transformation Manager

JCPenney; Dallas (TX); On-site; USD 81,000 - 118,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) with company match

Associate merchandise discount

Paid vacation/holidays

Job summary

Catalyst Brands is seeking a Project Manager in Customer Care to drive strategic initiatives across technology, processes, and vendor partnerships. You will lead end-to-end programs, manage plans, timelines, and budgets, and deliver measurable improvements in service quality and efficiency.

The role requires strong analytics, communication, and collaboration with senior leaders across brands, with opportunities to influence multi-brand programs and cost optimizations.

Qualifications

• Bachelor’s degree in business, technology, project management, operations, related field or equivalent experience.
• 1-3 years of project management experience, preferably in a customer care contact center operation or related environment.
• PMP certification or progress toward PMP is preferred and experience managing vendor relationships.

Responsibilities

• Lead end-to-end PM for Customer Care initiatives, including tech improvements and vendor integrations.
• Develop and manage project plans, timelines, budgets, and deliverables.
• Monitor progress, identify risks, and implement mitigation strategies to meet scope and schedule.
• Prepare and present status updates and executive reviews.

Skills

Project management

Stakeholder management

Analytical thinking

Communication skills

WFM tools

Agile/Waterfall

Excel

PowerPoint

PM platforms

Education

Bachelor's degree in business/technology/related field

Tools

WFM software

PM platforms

Job description

Catalyst Brands is seeking a Project Manager in Customer Care to drive strategic initiatives across technology, processes, and vendor partnerships. You will lead end-to-end programs, manage plans, timelines, and budgets, and deliver measurable improvements in service quality and efficiency.

The role requires strong analytics, communication, and collaboration with senior leaders across brands, with opportunities to influence multi-brand programs and cost optimizations.