Remote CX Project Manager — Elevating Customer Experience

WM; United States; On-site; USD 77,000 - 98,100; Full time

Benefits offered by this job

Medical, dental, vision, life

Short-term disability

Stock purchase plan

401(k) match

Vacation, holidays, personal days

Job summary

WM is seeking a Customer Experience Project Manager to lead CX initiatives across web, IVR, mobile and social channels from planning through implementation.

You will work under the Customer Experience Technology Director with cross-functional teams to improve customer resolution and loyalty, translating requirements into actionable designs and documenting outcomes for WMHS's tech resources.

Qualifications

• Bachelor's degree or accredited equivalent in business, engineering or related field.
• Approximately 3 years of experience overseeing projects in similarly sized organizations.

Responsibilities

• Design optimal customer experiences across web, IVR, mobile and social channels.
• Define and scope CX projects and deploy processes to ensure consistent service.
• Translate business requirements into technical designs and document findings clearly.
• Collaborate with business sponsors and technical teams; manage progress and issues.
• Support production issue resolution within WM's Customer Experience environment.

Skills

Project management

Requirements gathering

Cross-functional collaboration

Education

Bachelor's Degree in Business or Engineering

Job description

WM is seeking a Customer Experience Project Manager to lead CX initiatives across web, IVR, mobile and social channels from planning through implementation.

You will work under the Customer Experience Technology Director with cross-functional teams to improve customer resolution and loyalty, translating requirements into actionable designs and documenting outcomes for WMHS's tech resources.