Project Manager, Customer Care

Customer Service/Support

Overview is looking for a forward-thinking, Project Manager who will be responsible for driving and managing our Customer Care initiatives as part of our ongoing evolution to build out a world-class customer experience.


This is a high impact role where strategy meets execution! 



The ideal candidate will have a balanced background in both customer support operations and project management. This person will be a passionate, hard-working professional with proven process improvement experience, strong critical thinking skills, deep understanding of Customer Success and SaaS Business Processes, and will have the ability to work cross-functionally in a dynamic and fast-paced environment. The role will be the voice of the company to the customer as well as the voice of the customer to the company. The Project Manager is an individual contributor role with no direct reports.


As part of our Customer Care team, this role will be responsible for development, implementation, and management of key process improvements impacting team productivity, performance, customer experience, and implementation and management of new products and/or services delivered by our Product and Development teams. This position reports to the Director, Customer Care.


The Customer Care organization’s purpose is to support our ever-growing population of customers through providing top-notch customer service and technical support assistance. (Nasdaq: STMP) is a leading provider of Internet-based postage services.’s online postage service enables small businesses, enterprises and online retailers to print U.S. Postal Service-approved postage with just a computer, printer and Internet connection, right from their home or office. The Company targets its services to small businesses and home offices, and currently has PC Postage partnerships with Avery, Microsoft, HP, the U.S. Postal Service and others.


Primary Objectives:

  1. Support the translation of the department’s strategic vision into tactical execution.
  2. Lead and manage all projects and initiatives within the department.
  3. Drive internal cross functional communication and collaboration.
  4. Manage the planning and delivery of business systems solutions and associated applications in support of business objectives and ongoing operations expansion.
  5. Contribute to Operational Process Improvement activities.

Essential Position Duties (typical monthly, weekly, daily tasks):


  1. Support the translation of the department’s strategic vision into tactical execution.
    • Guide work teams efficiently with a focus on continued scalability, optimization, improvement and flexibility CC processes.
  2. Lead and manage all projects and initiatives within the department.
    • Direct multi-disciplinary teams to and from product concept, through development and execution.
    • Plan the project components for new initiatives, new product releases, or process enhancements, including but not limited to:Defining resource requirements (staffing, technology, budget, etc.) including roles and responsibilities for Customer Care, IT, Product, Dev, Marketing, etc.
      • Creating and implementing work plans, templates for protocols, sign-off documents, communication plans
      • Develop and ensure execution of training plans (developed in conjunction with Training & QA Manager)
      • Create readiness criteria and go-live review, post-implementation evaluation, and service level agreements.
  3. Drive internal cross functional communication and collaboration.
    • Act as liaison with internal department experts across the organization,
    • Develops project status reports and presentations for both internal and external project communications.
    • An active leader promoting and managing change.
    • Performs other duties and responsibilities as assigned.
  4. Manage the planning and delivery of business systems solutions and associated applications in support of business objectives and ongoing operations expansion.
    • Develop and maintain metrics-driven culture of continuous improvements.
    • Use cross-functional teams to coordinate, generate, and implement quality improvement ideas that focus on delivering new or existing products.
    • Ensure accurate requirements/specifications are generated for new product designs and new product /features roll-outs.
    • Create and maintain key processes and re-engineer/streamline to reduce costs, hand-offs and eliminate customer/team member pain points.
  5. Contribute to Operational Process Improvement activities.
    • Conduct full evaluation of all existing business processes and design/implement process improvement and optimization initiatives
    • Assists in the development of Customer Care standards/KPIs, controls and measurement.
    • Develop SOP’s in collaboration with internal department experts across the organization.
    • Assist in researching and identifying sources to gather and analyze data relevant to all CC business processes.
    • Represent the customer to the team, offering suggestions for improvement to the customer experience.
    • Work Closely with Director, Customer on training opportunities and process flow.
    • Design and implement standardized process methodology across the CC organization.
    • Work collaboratively across all departments and stakeholders to help improve the management of business processes, efficiency of internal workflows, and consistency of process adherence across all users.


Education and/or Experience:                                                                  

  • Bachelor’s degree is preferred.
  • Three to Five (3 – 5) years’ experience in a customer service, call center environment.
  • Three to Five (3 – 5) years’ of project management experience in software/tech support contact center environments.
  • Project Management Professional (PMP) certification.
  • Shipping and/or Postal experience highly preferred.

 Computer/Software/Application Proficiency:                                                   

  • Strong knowledge of Microsoft Word, PowerPoint, and Excel, with the ability to deliver data modeling and analysis
  • A working knowledge of call center technologies and performance measurement systems, able to conduct on-going assessment of their effectiveness. This includes telephony systems.
  • Jira Project Management experience highly preferred.

 Skills and Knowledge:

  • Demonstrated ability to plan, manage, and coordinate multiple simultaneous projects.
  • Proven communication skills to clearly express complex ideas both verbally and in writing Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment.
  • Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude.
  • Solid time management and the ability to accomplish goals without much direct supervision.
  • Superior oral and written communication skills with keen listening abilities.
  • Ability to evaluate vendors and applications and their relevance to our concepts.
  • Ability to build strong business partnerships, with a “roll up your sleeves” attitude
  • Ability to work in a fast-paced, entrepreneurial, results-oriented culture
  • Ability to work in ambiguous and dynamic work environment; is comfortable with risk and uncertainty.
  • Ability to handle escalated issues in a professional manner
  • Ability to analyze information to identify action plans and communicate findings effectively.
  • Self-motivation, flexibility, high integrity, and ability to adapt to a constantly changing environment
  • Able to keep emotions under control when facing adversity.
  • High energy - with a strong sense of urgency, enthusiasm and commitment to excellence and the highest standards consistent with the company’s culture and reputation for quality
  • Strong team player, willing mentor others.


 Travel Requirements:

  • Limited; less than 10%






Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.