Customer Care Project Manager

Primary Responsibilities

• Lead end-to-end project management for Customer Care initiatives, including technology enhancements, process improvements, vendor integrations, and multi-brand strategic programs.
• Develop, maintain, and execute comprehensive project plans, timelines, resource allocations, budgets, and deliverables.
• Monitor project progress, identify risks and dependencies, implement mitigation strategies, and ensure successful project delivery within scope, budget, and timeline.
• Apply change management and governance practices to support evolving business priorities and project requirements.
• Drive continuous improvement by identifying efficiencies, cost-saving opportunities, and operational enhancements that improve customer and associate experiences.

Business Analysis & Continuous Improvement

• Analyze operational and project-related data to identify trends, performance gaps, and opportunities for improvement.
• Recommend and implement solutions that improve service quality, productivity, customer satisfaction, and associate engagement.
• Support broader company initiatives and strategic priorities through thoughtful analysis, planning, and execution.

Stakeholder Management

• Partner with business leaders and key stakeholders to define project objectives, align priorities, and support strategic decision-making.
• Build and maintain strong relationships with internal teams, external vendors, and third-party partners to ensure successful collaboration and project outcomes.
• Facilitate communication across functions, ensuring all stakeholders remain informed, engaged, and aligned throughout the project lifecycle.
• Manage vendor performance, contracts, and partnerships while identifying opportunities to create synergies and optimize investment.

Reporting & Executive Communication

• Prepare and deliver project status updates, business reviews, and executive presentations for senior leadership.
• Escalate risks, issues, and critical decisions in a timely and solutions-oriented manner.
• Provide data-driven insights, recommendations, and action plans to support business objectives and operational performance.

Core Competencies & Accomplishments

• Bachelor’s degree in business, technology, project management, operations, related field or equivalent experience.
• 1-3 years of project management experience, preferably within a customer care contact center operation, technology, or a related environment.
• Prefers PMP certification or progress toward PMP certification and experience managing vendor relationships and third-party partnerships.
• Experience coordinating cross-functional projects involving multiple stakeholders and competing priorities.
• Strong analytical and problem-solving abilities with the ability to make data-driven recommendations.
• Excellent verbal, written, presentation, and stakeholder management skills.
• Experience with Workforce Management (WFM) tools and customer service technologies.
• Familiarity with Agile, Waterfall, or hybrid project management methodologies.
• Advanced proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
• Experience using project management platforms and collaboration tools.

About Catalyst Brands

Catalyst Brands reflects the bringing together the rich heritages of our brands with modern excitement and a new vision for success with five iconic brands together under a unified powerhouse portfolio to celebrate the essence of American style. We are leveraging our rich history, resources and best-in-class industry talent to further build the success of our brands. At Catalyst Brands we are united in one shared purpose: We exist to ignite America’s most beloved retail brands to make fashion accessible to all. For more opportunities to join our team please visit our careers page.

Pay Range

USD $81,000.00 - USD $135,000.00 /Yr.