Customer Experience & Call Center Operations Manager

URBN (Urban Outfitters, Anthropologie Group, Free People & Nuuly); Augusta (GA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

Employee discounts

Retirement plan

Job summary

URBN is seeking a results-driven Project Manager to lead operations at 220 Bobby Jones Expressway, Augusta, GA. This role emphasizes associate engagement, strategic planning, and strict adherence to SLAs and KPIs while managing resources, reports, and compliance across the project lifecycle.

The successful candidate will drive performance through data-driven analysis, coordinate with executive leadership, and ensure timely deliverables.

Qualifications

• Must be 18 years or older.
• Excellent written and verbal communication in English.
• A flexible schedule may be required to work off-shift based on business demands.
• Strong analytical and organizational skills.
• Occasional travel to customers and other client sites.
• Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.
• Comprehend and follow work instructions to meet productivity and quality standards.

Responsibilities

• Maintain an associate-centered workplace through floor time, associate engagement, and an open-door policy.
• Develop and implement strategic plans and objectives for the project.
• Manage project business units and resources, ensuring SLA and KPI compliance.
• Ensure compliance with internal/external requirements, program rules, and regulations.
• Oversee the quality and timeliness of contractually required reports and deliverables.
• Collaborate with project/executive leadership to set goals and work plans.
• Analyze daily, weekly, and monthly reports for performance and efficiency.
• Identify issues, propose solutions, and coordinate with the client to resolve.
• Provide direction to team and resolve problems promptly.
• Facilitate status communication to leadership and stakeholders.
• Ensure project budget and financial schedules meet corporate requirements.
• Assist in process improvements and innovative methodologies.

Skills

Communication skills

Analytical skills

Organizational skills

Tools

Microsoft Office

Excel

Outlook

Job description

URBN is seeking a results-driven Project Manager to lead operations at 220 Bobby Jones Expressway, Augusta, GA. This role emphasizes associate engagement, strategic planning, and strict adherence to SLAs and KPIs while managing resources, reports, and compliance across the project lifecycle.

The successful candidate will drive performance through data-driven analysis, coordinate with executive leadership, and ensure timely deliverables.