Project Manager

Aston Carter; Washington; On-site; USD 90,000 - 130,000; Full time

Job summary

Aston Carter is seeking a Customer Service Project Manager to lead service-focused initiatives across the organization. You will coordinate systems, workflows, and integrations while ensuring on-time delivery and stakeholder alignment.

The role emphasizes collaboration with Customer Service, Operations, IT, and business units, driving continuous improvement and successful project outcomes.

Qualifications

• 2–4 years of project coordination or management experience in customer service or contact center settings.
• Experience tracking risks, dependencies, action items, and status with escalation when needed.
• Strong communication and collaboration across Operations, Customer Service, IT, and stakeholders.
• Familiarity with project management tools and methodologies.

Responsibilities

• Coordinate and manage customer service-focused projects from initiation to completion.
• Develop detailed project plans, timelines, milestones, and deliverables.
• Track risks, issues, dependencies, and actions; escalate as needed.
• Support UAT and document defects, enhancements, and updates.
• Coordinate activities related to acquisitions, system transitions, and expansions.
• Ensure readiness for implementations with training plans and workflow updates.
• Maintain project documentation and conduct post-implementation reviews.

Skills

Project coordination

Project management

Cross-functional collaboration

Stakeholder communication

UAT support

Risk management

Documentation

Meeting facilitation

Attention to detail

Adaptability

Education

High school diploma

Tools

PM software

Job description

Job Description

Job Description

Job Title: Customer Service Project ManagerJob Description

The Customer Service Project Manager plans, coordinates, and executes customer service-focused projects across the organization. This role oversees system enhancements, process improvements, operational initiatives, and integration activities related to acquisitions, ensuring that all projects are delivered on time, within scope, and aligned with customer service operational needs. The position serves as a primary liaison between Customer Service, Operations, IT, and business stakeholders, driving effective communication and collaboration throughout the project lifecycle.

Responsibilities

• Manage projects related to customer service systems, tools, workflows, and operational improvements from initiation through completion.
• Develop and maintain detailed project plans, timelines, milestones, and deliverables to ensure successful execution.
• Track project status, risks, issues, dependencies, and action items, escalating concerns when necessary to keep projects on track.
• Support user acceptance testing (UAT), including coordination of testing activities and documentation of defects, enhancements, and project updates.
• Coordinate customer service activities related to acquisitions, system transitions, and service expansions to ensure smooth implementation.
• Ensure operational readiness for system implementations, including training plans, workflow updates, and alignment of customer service processes.
• Document transition plans, risks, action items, and post-implementation activities to support sustainable change and continuous improvement.
• Serve as the primary point of contact for customer service project coordination, maintaining clear communication with all stakeholders.
• Facilitate project meetings, including preparation of agendas, leading discussions, and capturing decisions and next steps.
• Provide regular stakeholder communications and status reporting to keep leadership and cross-functional teams informed.
• Partner with technical and operational teams to translate business requirements into effective solutions and system enhancements.
• Maintain comprehensive project documentation throughout the project lifecycle, ensuring accuracy and accessibility.
• Participate in post-implementation reviews to evaluate project outcomes and identify opportunities for process enhancements.
• Ensure project outcomes support broader business goals and uphold customer service standards.
• Contribute to continuous improvement initiatives by recommending changes to workflows, systems, and processes based on project learnings.

Essential Skills

• 2–4 years of project coordination or project management experience, preferably in customer service, operations, or contact center environments.
• Proven ability to manage multiple projects, timelines, milestones, and deliverables simultaneously.
• Experience tracking project risks, dependencies, action items, and status, and escalating issues appropriately.
• Strong communication and collaboration skills, with experience working across Operations, Customer Service, IT, and business stakeholders.
• Ability to facilitate meetings, provide clear status updates, and drive project execution to completion.
• Experience supporting operational, systems, workflow, contact center, or customer service initiatives.
• Exposure to user acceptance testing (UAT), system implementations, process improvements, or integrations.
• Familiarity with project management tools and methodologies.
• Strong organizational skills with attention to detail in planning, documentation, and follow-through.
• Effective problem-solving skills with the ability to identify issues, analyze options, and recommend solutions.
• Solid risk-management capabilities, including recognizing potential challenges and developing mitigation plans.
• Ability to succeed in a fast-paced and evolving environment, adapting to changing priorities and requirements.
• High school diploma or equivalent.

Additional Skills & Qualifications

• Experience with data entry, customer service, and administrative support in a professional setting.
• Background in contact center or customer service operations, supporting system or workflow changes.
• Comfort working with project documentation, including transition plans, training materials, and post-implementation reports.
• Interest in continuous improvement and willingness to contribute ideas that enhance customer service processes.
• Motivation to grow within an organization that offers long-term career development opportunities.
• Ability to build strong working relations