Transforming Customer Experience through Effective Project Management
At blithequark, a pioneering force in the off-price e-commerce landscape, we're on a mission to redefine the online shopping experience. With a portfolio of renowned brands and a loyal member base, we're committed to fostering a culture that is as innovative as it is inclusive. As a Remote Customer Service Project Management Principal, you will play a pivotal role in driving process improvements, managing complex projects, and ensuring seamless execution across various teams.
About the Role
The Customer Service Project Manager will partner with customer service operations, CS tools, technology, and other cross-functional teams to plan, track, update, and deliver medium to large-scale programs that impact our members and the Customer Service organization. This role is accountable for assessing organizational launch readiness, creating detailed project plans, and keeping leadership informed about timing, impacts, and updates.
Key Responsibilities
- Plan, track, manage, and report on all customer service impacting programs and larger company-driven projects.
- Develop a master project plan/project tracker to monitor high-level and detailed information on ongoing and closed projects, including Big Bets tracking.
- Send regular program updates and facilitate lessons learned post-launch.
- Create individual project plans with task-level detail, ownership, due dates, status, dependencies, and risks.
- Oversee project planning, execution, and completion, managing all activities across the project life cycle.
- Lead complex initiatives, conducting project kick-off meetings, regular check-ins, and Go/No Go meetings to ensure team alignment.
- Support CS tools/technology, CS Operations, process management, and training teams to accelerate project delivery.
- Collaborate with CS program managers and operations to confirm program launch dates and readiness.
- Ensure effective communication of program launch information to minimize negative impact and support high engagement.
- Develop and regularly review a project backlog with CS leadership to prioritize high-impact projects.
- Own the CS intake site and project initiation and tracking, demonstrating customer service knowledge and facilitating process and system requirements development.
Essential Qualifications
To excel in this role, you should possess:
- A Bachelor's degree in a relevant field.
- Proficiency in relevant computer applications.
- 3-5 years of project/program experience, preferably in customer experience.
- Strong listening, written, and verbal communication skills, with the ability to adapt to different audiences.
- Knowledge of customer service practices and principles.
- The ability to work collaboratively and cross-functionally.
- Experience using problem-solving and analytical skills to drive process improvements.
- Attention to detail and the ability to manage multiple priorities simultaneously.
Preferred Qualifications
While not mandatory, having experience in:
- E-commerce or a related industry.
- Agile project management methodologies.
- Project management tools such as Asana, Trello, or Jira.
- Data analysis and reporting.
- Change management and implementation.
will significantly enhance your candidacy.
What We Offer
At blithequark, we're committed to supporting, rewarding, and compensating our Associates as a whole individual. Our compensation package includes:
- A competitive base salary range of $90,000 - $95,000.
- Bonus/commission opportunities based on role eligibility.
- Equity participation.
- 401(k) match.
- A variety of benefits that cater to your overall well-being.
Our culture is built on values that promote being Kind, Passionate, Collaborative, Innovative, Tenacious, and Empowered. We inspire each other, our Members, and ourselves to push beyond the expected every day.
Career Growth and Learning
As a Remote Customer Service Project Management Principal at blithequark, you'll have the opportunity to:
- Develop your project management skills in a dynamic environment.
- Collaborate with cross-functional teams to drive business outcomes.
- Enhance your knowledge of customer service practices and principles.
- Grow professionally in a company that values innovation and empowerment.
Our Work Environment
blithequark is a remote-friendly organization that values flexibility and work-life balance. As a remote team member, you'll be part of a global community that is passionate about delivering exceptional customer experiences.
Join Us
If you're a motivated and experienced project management professional looking to make a meaningful impact in the e-commerce industry, we encourage you to apply for this exciting opportunity at blithequark. Together, let's spark delight through daily discovery and redefine the future of online shopping.
Apply Now
Apply Now