CRC Operational Excellence & Proj Mgr.

Responsibilities Coordinate the implementation of digital initiatives within the North America region, in alignment with Group and individual Maisons’ strategy, guidelines and local market needs. Gather competitive benchmarking and intelligence. Coordinate day‑to‑day tasks required to successfully deliver on projects, releases, and other initiatives, including refining definitions; starting, planning, and following through on commitments; executing adjacent tasks; gathering, and analyzing feedback; and coordinating after‑action reviews. Maintain central regional roadmap on Client Relations Center (CRC) and e‑Com initiatives, including milestones and possible blockers. Provide project status updates and participate in meetings with regional and Group partners. Constantly gather stakeholder feedback; analyze requirements; keep accurate, timely and useful documentation; and effectively communicate insights and plans to stakeholders. Develop change management plans that smooth the change experience for those affected by digital product changes. Establish an active communication between functions, stakeholders from the Group, the Region and the Maisons. Ensure fluid and frequent communication between Maisons, Region, and function teams to discuss and exchange on business objectives, strategies, projects and resources. Ensure successful transition of technical projects to operations. Partner with Maisons, operational leaders and other stakeholders to keep a close understanding of the client expectations and commercial needs. Stay abreast of industry innovations, provide insights on competitive benchmarking and new ways of working. May work remotely but must live within commuting distance of the Dallas/Fort Worth, Texas metropolitan area. Minimum Educational Requirements Master’s degree or foreign equivalent in Computer Information Systems or related field Minimum Prior Work Experience Requirements 2 years of experience in position offered or related Minimum Special Requirements Proven experience within a luxury contact center environment Demonstrated understanding of COPC Standards, with COPC Certification being a significant advantage Comprehensive project management skills, from initiation and planning through execution, monitoring, and closure, with a focus on stakeholder collaboration, analysis, testing, and team enablement Strong command of Salesforce as a CRM platform, with specialized knowledge of Service Cloud functionalities Track record of successfully implementing new cloud technologies within complex, matrixed organizational structures Expertise in instructional design, including the development of comprehensive training programs for new software, e‑learning modules, and digital upskilling initiatives Proven ability to identify and implement process improvements that elevate customer experience, optimize operational efficiency, and uncover sales opportunities Number of Direct Reports None Travel Requirements N/A Expected Salary Range Salary will be negotiated based on relevant skills and experience. Benefits We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work‑life‑balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. #J-18808-Ljbffr