Luxury Retail Customer Care Project Manager - Ops Excellence

Partners Personnel; Jacksonville (FL); Remote; USD 90,000 - 120,000; Full time

Job summary

Partners Personnel is seeking a seasoned Project Manager for Customer Care Operations to help drive cross-functional initiatives across North America.

You will develop plans, lead initiatives with Operations, Technology, Training, and vendors, and focus on improving customer experience and operational efficiency.

This role requires strong organizational and communication skills, remote work capability, and experience with CRM and PM tools.

Qualifications

• 5+ years in project management or customer care operations.
• Experience in luxury retail or customer-centric industries preferred.
• Proven ability to manage multiple projects in fast-paced environments.
• Strong organizational, analytical, communication and problem-solving skills.
• Experience with remote work and accountability.

Responsibilities

• Develop and maintain detailed project plans, timelines and implementation schedules for customer care initiatives.
• Lead project intake and prioritization processes to align capacity with business goals.
• Coordinate cross-functional teams including Operations, Workforce Management, Technology, Training, and external vendors.
• Track project milestones, deliverables and deadlines with regular status updates to leadership.
• Identify operational risks, project delays and resource constraints while implementing proactive solutions.
• Drive accountability across stakeholders to ensure on-time delivery.
• Support implementation and optimization of customer care systems, workflows, automation tools and reporting enhancements.
• Improve operational workflows and project management processes to increase efficiency and scalability.
• Facilitate stakeholder meetings, project reviews and communication updates across departments.
• Assist with customer experience initiatives that support continuous improvement and operational excellence.

Skills

Project management

Cross-functional coordination

Communication

Analytical

Problem solving

Remote work

Stakeholder management

Tools

Salesforce Service Cloud

NICE

Genesys

Jira

Excel

PowerPoint

Teams

Outlook

Job description

Partners Personnel is seeking a seasoned Project Manager for Customer Care Operations to help drive cross-functional initiatives across North America.

You will develop plans, lead initiatives with Operations, Technology, Training, and vendors, and focus on improving customer experience and operational efficiency.

This role requires strong organizational and communication skills, remote work capability, and experience with CRM and PM tools.