Project Manager

Job Description

Job Description

Job Title: Customer Service Project Manager Job Description

The Customer Service Project Manager plans, coordinates, and executes customer service-focused projects across the organization. This role oversees system enhancements, process improvements, operational initiatives, and integration activities related to acquisitions, ensuring projects are delivered on time, within scope, and aligned with customer service operational needs. The position serves as a primary liaison between Customer Service, Operations, IT, and business stakeholders, driving cross-functional collaboration and continuous improvement in customer service performance.

• Manage projects related to customer service systems, tools, workflows, contact center operations, and broader operational improvements.
• Develop and maintain detailed project plans, including timelines, milestones, dependencies, and deliverables for multiple concurrent initiatives.
• Track and report on project status, risks, issues, and dependencies, escalating concerns and proposing mitigation strategies when necessary.
• Support and coordinate user acceptance testing (UAT), including test planning, execution support, and documentation of defects and enhancements.
• Maintain accurate and comprehensive documentation of project updates, decisions, and changes throughout the project lifecycle.
• Coordinate customer service activities related to acquisitions, system transitions, and service expansions, ensuring smooth operational integration.
• Ensure operational readiness for system implementations, including training plans, updated workflows, and alignment of customer service processes.
• Document transition plans, risks, action items, and post-implementation activities to support successful go-live and stabilization.
• Serve as the primary point of contact for customer service project coordination, ensuring alignment between Customer Service, Operations, IT, and business stakeholders.
• Facilitate project meetings, including planning sessions, status updates, and review meetings, to drive decision-making and progress.
• Communicate project status, risks, and key updates clearly and regularly to stakeholders through reports and presentations.
• Partner with technical and operational teams to translate business requirements into practical solutions and system or process changes.
• Maintain organized, accessible project documentation, including requirements, plans, meeting notes, and change logs.
• Participate in post-implementation reviews to evaluate project outcomes against business goals and customer service standards.
• Identify and recommend process enhancements and opportunities for continuous improvement in customer service operations.
• Support data entry and administrative tasks related to project tracking, documentation, and reporting as needed.
• Contribute to a customer service-oriented culture by ensuring projects enhance the customer experience and support call center performance.

• 2–4 years of project coordination or project management experience, preferably in customer service or contact center environments.
• Proven ability to manage multiple projects simultaneously, including timelines, milestones, and deliverables.
• Experience tracking project risks, dependencies, action items, and status, and escalating issues appropriately.
• Strong communication and collaboration skills, with experience working across Operations, Customer Service, IT, and business stakeholders.
• Ability to facilitate meetings, lead discussions, and provide clear, concise status updates to diverse stakeholder groups.
• Experience supporting operational, systems, workflow, contact center, or customer service initiatives.
• Exposure to user acceptance testing (UAT), system implementations, process improvements, or integrations.
• Familiarity with project management tools and methodologies used to plan, track, and report on projects.
• Customer service orientation, with experience in customer support, call center, or inbound call environments.
• Strong organizational skills with the ability to prioritize tasks and manage deadlines in a fast-paced environment.
• Effective problem-solving and risk-management skills, including the ability to identify issues and propose solutions.
• High school diploma or equivalent.

• Experience in call center management or working closely with call center operations.
• Background in administrative support and data entry related to project documentation and tracking.
• Ability to build strong relationships with cross-functional teams and influence stakeholders to drive project execution.
• Comfort with evolving business needs and the ability to adapt plans and priorities in a dynamic environment.
• Interest in long-term career growth within an organization that is constantly expanding and creating new opportunities.
• Attention to detail in documenting project requirements, changes, and outcomes.

This role is based on-site and follows a standard daytime schedule, working approximately 8:00 a.m. to 5:00 p.m. The environment is fast-paced and evolving, with frequent collaboration between Customer Service, Operations, IT, and other business teams. You will work with project management tools and systems that support customer service and contact center operations, and you will participate in meetings, testing activities, and implementation efforts on a regular basis. The organization is growing, offering opportunities to develop a long-term career as new roles and initiatives are introduced. The work setting emphasizes professionalism, clear communication, and a strong focus on delivering high-quality customer service.

This is a Contract to Hire position based out of Enfield, CT.

The pay range for this position is $26.00 - $32.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Enfield,CT.

This position is anticipated to close on Sep 15, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.