Technical Project Manager

Role: Technical Project Manager - Client Services & Omnichannel


Location: San Francisco, CA


Type: Contract

Role:


As a Project Manager , you will drive complex, cross-functional technology initiatives that support Sephora's client experience across digital, store, and contact center channels. Reporting to a Program Manager , you will manage planning, execution, and delivery across Ecommerce, Store Operations, Customer Service Platforms, and Omnichannel fulfillment capabilities.


You will partner closely with Engineering, Product Management, QE, Operations, and Business stakeholders to ensure seamless delivery of projects that enhance client satisfaction, operational efficiency, and omni-channel scalability. You will help position IT to deliver exceptional outcomes for our business partners while upholding Sephora's core values.


In addition, you will:

• Create and maintain detailed project plans, including milestone schedules, scope, resourcing, budgets, risks, and cross-POD dependencies , and track ongoing project status across Client Services and Omni initiatives

• Drive execution across client services and commerce platforms that support contact center operations, order services, returns, and omnichannel fulfillment experiences across stores and digital

• Exhibit strong ownership and the ability to simplify complex, highly interdependent initiatives involving multiple systems, vendors, and operational teams

• Lead projects from initiation through launch and stabilization , ensuring alignment with business outcomes and operational readiness

• Proactively manage risks, dependencies, timelines, and budgets , including coordination with Finance partners and support for required approvals

• Capture, publish, and follow up on meeting notes, action items, RAID logs, and cross-team communications , ensuring clarity and accountability across stakeholders

• Partner with IT and Business program owners to develop accurate delivery estimates and realistic execution plans

• Utilize delivery metrics and project data to continuously improve predictability, efficiency, and cost effectiveness across future initiatives

• Support team ceremonies, program-level reporting, and integrated planning across the client services and omnichannel portfolio

• Leverage AI tools to accelerate delivery and improve team effectiveness (e.g., generating first drafts of project communications, and summarizing decisions/action items), while applying appropriate review, governance, and data handling practices

• Support adoption of AI-enabled workflows across project delivery, including standard prompts/templates, knowledge capture, and repeatable automation to improve consistency and reduce manual effort

• Demonstrate Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative

We're excited about you if you have:

• 5+ years of Project Management experience , with a strong focus on Client Services, Omni-channel, or Ecommerce technology initiatives

• Hands-on experience delivering projects across customer service platforms, order management, returns, fulfillment, and store/digital integrations

• Proven experience using Atlassian tools such as JIRA, JIRA Advanced Roadmaps , and Confluence for execution, dependency tracking, and status reporting

• A demonstrated track record of successful end-to-end project delivery , from discovery through implementation and stabilization

• Strong communication and interpersonal skills, with the ability to influence and collaborate across business, product, engineering, QA, release, and operations teams

• Experience managing delivery in Agile environments , with the ability to adapt to hybrid Agile/Waterfall execution models as needed

• Comfort working in fast-paced, highly operational domains where uptime, client impact, and service continuity are critical

• Experience managing project budgets and partnering with Finance on forecasting and spend tracking

• Experience working with AI/GenAI tools (e.g., Microsoft Copilot/ChatGPT or similar) to support project planning, documentation, status reporting, and stakeholder communications

• Familiarity with responsible AI and secure data practices (e.g., avoiding sensitive data in prompts, validating outputs, and adhering to company policies)

• CSM, or equivalent certification is a plus