Job Description

Our client is seeking a highly motivated and skilled Customer Service Project Manager to lead and

oversee customer service projects that enhance operational efficiency and customer

satisfaction.

This role bridges project expertise, strategic planning and execution, and innovative solutions

focusing on delivering exceptional customer experiences through effective project

management. and a deep understanding of customer service processes. The individual will

collaborate with cross-functional teams to meet project objectives, timelines, and budgets

while ensuring customer-centric outcomes.

Key Responsibilities:

1. Project Planning and Management: Define project scope, goals, deliverables, and timelines in alignment with organizational objectives. Develop detailed project plans, including budgets, schedules, and resource allocation with defined timelines, budgets, and milestones. Monitor project progress and adjust plans as necessary to meet changing requirements.

2. Team Leadership and Coordination: Lead cross-functional teams comprising customer service representatives, technical experts, and other stakeholders. Coordinate with cross-functional teams, including technical, customer service, and management staff, and to meet project goals. Facilitate regular team meetings to track progress, address challenges, and ensure alignment. Provide mentorship and support to team members to ensure project success.

3. Customer Service Optimization: Identify areas for improvement in customer service workflows and propose

innovative solutions.  Implement materials, supplies, tools, systems, and technologies that enhance customer engagement and satisfaction. Monitor and evaluate the performance of customer service initiatives to ensure goals are met by working with the shipping/receiving department for proficiency.

4. Stakeholder Engagement: Act as the main point of contact for project stakeholders, including senior leadership and clients. Communicate project updates, risks, and outcomes in a clear and timely manner. Manage stakeholder expectations to ensure alignment with project objectives.

5. Risk Management: Identify potential risks and develop mitigation strategies.  Ensure compliance with organizational policies and industry standards throughout the project lifecycle.

6. Performance Analysis and Reporting: Analyze project outcomes and customer service metrics to measure success and identify trends. Prepare and present comprehensive project reports to stakeholders. Use insights to inform future customer service strategies and projects.

Work Experience

1. Education and Experience: Bachelor’s degree in Business Administration, Project Management, or a related

field (Master’s preferred). Proven experience (1-3 years) in project management within customer service or

a related industry. Project Management Professional (PMP) or similar certification is a plus.

2. Technical Proficiency: Familiarity with project management tools (e.g., Asana, Jira, Trello, MS Project)

and customer service platforms (e.g., Zendesk, Salesforce, Google Docs, etc.). Strong analytical skills, with proficiency in using data to inform decisions.

3. Interpersonal Skills: Exceptional leadership, communication, and interpersonal abilities. Conflict resolution and problem-solving skills.

4. Organizational Abilities: Strong multitasking and time-management skills. Attention to detail and ability to manage multiple projects simultaneously.

5. Customer-Centric Mindset: Passion for delivering outstanding customer experiences. Ability to empathize with customers and understand their needs.

Benefits

Plus, every Onin opportunity comes with our amazing Teammate Benefits program, designed to give you the tools you need to protect your health, your money and the people and things you care about. Tools like:

Weekly Pay$5 Prescription Drugs$5 Doctor's Visit CopaysFree Teledoctor ServiceFree Counseling ServicesLife Insurance IncludedVision Insurance IncludedDental Insurance IncludedVacation and Holiday PayScholarship OpportunitiesNEW! 401(k) Retirement PlanFree Legal ServicesOur unbeatable employee discount program

If this sounds like something you would be interested in, Apply Now so we can hold a spot for you until we can schedule an interview. We can’t wait to talk to you!

–Your Onin team