Lead Project Manager - Customer Experience Initiatives

Placements24; United States; A distancia; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Home office stipend

CX certifications

Paid time off

Descripción de la vacante

Placements24 is seeking a Lead Project Manager to drive customer experience initiatives and spearhead CX technology implementations in a fully remote setup with distributed teams.

You will lead cross-functional projects with marketing, sales, product, and support, define KPIs, manage scope and budgets, and advocate CX best practices to boost satisfaction and loyalty. This role offers autonomy and remote-first collaboration.

Formación

• Bachelor's degree in Marketing, Business Administration, or Communications.
• 7+ years in project management with strong CX / customer journey focus.
• Proven track record improving customer satisfaction, loyalty, and retention.
• Strong CX principles, methodologies, and best practices.
• Experience with CX technologies (CRM, surveys, analytics) is a plus.
• Excellent leadership and communication in a remote setting.
• Ability to manage multiple projects and prioritize effectively.

Responsabilidades

• Lead the planning, execution, and delivery of CX improvement projects.
• Define scope, objectives, KPIs, deliverables for CX initiatives.
• Manage timelines, resources, budgets, and risks.
• Collaborate with marketing, sales, product, and support for alignment.
• Drive the implementation of CX tools and journey mapping software.
• Analyze feedback/data to guide project direction.
• Facilitate meetings, updates, and workshops for distributed teams.
• Ensure CX projects align with brand values and customer-centric vision.

Conocimientos

CX Strategy

Remote Leadership

Stakeholder Management

Project Management

Cross-functional Collaboration

Data-driven Decision Making

Educación

Bachelor's in Marketing

Bachelor's in Business Administration

Bachelor's in Communications

Herramientas

CRM Tools

Survey Tools

Analytics Platforms

Descripción del empleo

About the Role

Our client is a customer-centric organization committed to delivering exceptional experiences, and they are seeking an experienced Lead Project Manager to spearhead key customer experience (CX) initiatives. This fully remote role offers a fantastic opportunity to shape and enhance how customers interact with our brand across all touchpoints. You will lead projects focused on improving customer journeys, implementing new CX technologies, and driving customer satisfaction and loyalty. Working with a distributed team of designers, marketers, and product specialists, you will ensure seamless project execution and impactful outcomes. As a remote-first company, we prioritize clear communication, collaboration, and providing our team with the tools and autonomy to succeed from anywhere.

Key Responsibilities

• Lead the strategic planning, execution, and delivery of customer experience improvement projects.
• Define project scope, objectives, deliverables, and key performance indicators (KPIs) for CX initiatives.
• Manage project timelines, resources, budgets, and risks effectively.
• Collaborate closely with cross-functional teams, including marketing, sales, product development, and customer support, to ensure alignment and successful project outcomes.
• Drive the implementation of CX tools and technologies, such as CRM enhancements, feedback platforms, and journey mapping software.
• Analyze customer feedback and data to identify areas for improvement and inform project direction.
• Facilitate project meetings, stakeholder updates, and workshops for distributed teams.
• Ensure that all CX projects align with the company's brand values and customer-centric vision.
• Champion best practices in customer experience management and project delivery.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 7 years of experience in project management, with a significant focus on customer experience (CX) or customer journey initiatives.
• Proven experience leading projects that enhance customer satisfaction, loyalty, and retention.
• Strong understanding of CX principles, methodologies, and best practices.
• Experience with CX-related technologies (CRM, survey tools, analytics platforms) is a strong advantage.
• Excellent leadership, communication, and interpersonal skills, particularly in a remote setting.
• Ability to manage multiple projects concurrently and prioritize effectively.
• Proficiency in project management software and collaboration tools.
• Experience working in a remote-first or distributed team environment is essential.

Benefits

• Highly competitive salary tailored for a remote role.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible working hours.
• Home office setup stipend.
• Opportunities for professional development and CX certifications.
• A vibrant and supportive remote work culture.
• Be part of a company that truly values its customers.