Remote Customer Service Project Management, Principal

October 10, 2024

The Role: Remote Customer Service Project Management, Principal

The Customer Service Project Manager will be responsible for partnering with customer service operations, CS tools, technology and other cross functional partners to plan, track, update, and deliver process improvements, tool improvements, medium to large cross functional programs that impact our member and/or the Customer Service organization. The role is accountable for assessing the organization’s launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts and updates. This role will work closely with CS leadership, workforce management, training and CS operations to ensure projects are implemented in a timely and consistent manner by creating mechanisms to track and monitor project progress, tracking of risks and identification of dependencies. and capture employee feedback.

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What to Expect

Plan, track, manage and report on all CS impacting programs and larger company driven projects for Customer Service:

Build a master project plan/project tracker that will show high level and detailed information on all ongoing and closed projects, to include Big Bets tracking
Send regular program updates on each program in progress and facilitate lessons learned post launch
Create individual project plans that show task level detail with ownership, due dates, status, dependencies, risks.
Oversee the planning, execution, and completion of a project
Lead complex initiatives managing all activities in a project life cycle such as initiation, planning, executing, controlling, and closing for short- and long-term projects, line of business-wide and medium to high risk, scope, and complexity
Conduct project kick-off meetings, regular project check-ins and Go/No Go meetings to ensure all impacted teams are aligned
Supporting the CS tools/technology, CS Operations, process management and training teams to accelerate projects delivery to the organization
Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment
Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
Develop a project backlog for projects requiring technical team development. Regularly review the backlog and prioritization with CS leadership to ensure highest impact items are properly prioritized
Owner the CS intake site and project initiation and tracking
Demonstrate customer service knowledge, and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations

Expected Base Salary Range: $90,000 - $95,000

Rue Gilt Groupe is committed to providing Associates with equal pay for equal work and carefully considers a wide range of compensation factors, including but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity, and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, equity, 401(k) match, and a variety of benefits. Therefore, final offer amounts may vary from the amount stated.

About You

At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work.

Bachelor’s degree
Proficient in relevant computer applications
3-5 years of project/program experience, preferably in a customer experience
Strong listening, written and verbal communication skills with an ability to adapt to different audiences
Knowledge of customer service practices and principles
Able to work collaboratively and cross functionally
Experience using problem solving and analytical skills to solve business problems and drive process improvements
Ability to work effectively with tight deadlines in a fast-paced environment
Attention to detail and proven ability to manage multiple, competing priorities simultaneously.

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