Project Manager

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 hiring for a Project Manager, Customer Care Operations opportunity with a leading luxury retail organization supporting North America operations. If you thrive in fast-paced environments, enjoy leading cross-functional initiatives, and have a passion for improving customer experience and operational efficiency, this could be the perfect next step in your career.

Position:

Project Manager, Customer Care Operations

Hours:

Monday – Friday | Business Hours | Additional flexibility as needed

Job Responsibilities:

• Develop and maintain detailed project plans, timelines, and implementation schedules for customer care initiatives.
• Lead project intake and prioritization processes to align operational capacity with business goals.
• Coordinate cross-functional teams including Operations, Workforce Management, Technology, Training, and external vendors.
• Track project milestones, deliverables, and deadlines while providing regular status updates to leadership teams.
• Identify operational risks, project delays, and resource constraints while implementing proactive solutions.
• Drive accountability across stakeholders to ensure successful project execution and 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.

Requirements:

• Minimum 5 years of experience in project management, customer care operations, contact center operations, or related customer-facing environments.
• Luxury retail, ecommerce, hospitality, telecommunications, or other customer-centric industry experience preferred.
• Proven experience managing multiple projects simultaneously in fast-paced operational settings.
• Strong organizational, analytical, communication, and problem-solving skills.
• Experience working independently in a remote environment while maintaining accountability and productivity.
• Experience with CRM platforms, customer care technologies, and project management tools such as Salesforce Service Cloud, NICE, Genesys, Jira, or similar systems.
• Advanced proficiency with Microsoft Office Suite including Excel, PowerPoint, Teams, and Outlook.
• PMP, Agile, Scrum, Lean Six Sigma, or related certifications preferred.

Why Join Us?

• Opportunity to work with a respected luxury retail organization
• Collaborative and fast-paced team environment
• Career growth and advancement opportunities
• Make a direct impact on customer experience and operational success