Project Manager I

Job Description

Job Description

Project Manager – Customer Experience
Location: Stamford CT (Hybrid) - 4 days in office & 1 day remote
Duration: Long Term

• We are seeking a Project Manager / CX Business Analyst to support customer experience initiatives focused on the Billing Journey across Cable and Mobile services.
• This role will work closely with cross-functional teams to analyze customer experience data, gather and document business requirements, map customer journeys, and identify opportunities to improve customer outcomes.
• This is a high-visibility opportunity within a fast-growing Customer Experience organization, with the potential to transition to a full-time role.

• Analyze customer experience data, feedback, and performance metrics to identify trends, issues, and opportunities for improvement.
• Gather, analyze, and document business and functional requirements for CX-related initiatives.
• Create and maintain customer journey maps, channel flows, process flows, and workflow documentation.
• Evaluate customer feedback, verbatims, survey results, and CX scores to identify actionable insights.
• Translate complex data and business requirements into clear recommendations for stakeholders and leadership.
• Prepare and deliver data-driven presentations, reports, and project updates.
• Partner with business, technology, product, operations, and other cross-functional teams to align on CX priorities and future-state solutions.
• Support business process analysis and continuous improvement initiatives across customer touchpoints.
• Define and monitor KPIs and CX performance metrics.
• Manage multiple priorities and projects while identifying risks, issues, and opportunities.
• Build and maintain strong relationships with internal stakeholders, business partners, and vendors.
• Perform ad hoc analysis and support additional CX initiatives as needed.

• Bachelor’s degree in Business Administration, Business, Technology, or a related field, or equivalent experience.
• 3+ years of experience in Business Operations Analysis, Business Analysis, or a related discipline.
• 3+ years of experience within telecommunications, technology, or software/product environments.
• Strong experience with requirements gathering and requirements documentation.
• Experience creating customer journey maps, process flows, or workflow documentation.
• Strong analytical skills with the ability to synthesize complex data into actionable insights.
• Excellent written and verbal communication skills.
• Experience preparing and presenting data-driven presentations to business stakeholders.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Strong stakeholder collaboration and relationship-management skills.
• Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, and Visio.
• Knowledge of process management and project management methodologies.

• Customer Experience (CX) or Digital Experience background.
• Experience supporting billing journeys or customer billing processes.
• Experience with Cable, Broadband, Wireless, or Mobile services.
• Experience working with NPS, CSAT, customer feedback, survey data, or other CX metrics.
• Experience in process improvement and future-state experience design.

• Contract-to-hire opportunity with potential for long-term employment.
• Work with a fast-growing Customer Experience organization.
• High visibility across business and technology teams.
• Opportunity to directly influence customer journeys and improve customer experiences.
• Exposure to both Cable and Mobile billing experiences.