Experienced Remote Customer Service Project Management Principal – Cross-Functional Programs and Process Improvements

Join the Team at blithequark: Where Customer Experience Meets Innovation

blithequark is seeking a highly skilled and experienced Remote Customer Service Project Management Principal to lead cross-functional programs and process improvements that impact our members and customer service organization. As a key member of our team, you will be responsible for planning, tracking, and delivering medium to large-scale projects that drive business results and enhance the customer experience.

About blithequark

blithequark is a leading off-price e-commerce portfolio company that connects shoppers to world-class brands through daily sale events. Our vision is to spark delight through daily discovery, making shopping an occasion to celebrate. We operate three complementary sites and are committed to fostering an inclusive environment where every associate is empowered to learn, grow, and bring their full self to work.

Job Summary

The Remote Customer Service Project Management Principal will partner with customer service operations, CS tools, technology, and other cross-functional partners to plan, track, update, and deliver process improvements, tool improvements, and medium to large cross-functional programs. This role is accountable for assessing the organization's launch readiness, creating detailed project plans, and ensuring leadership is aware of timing, impacts, and updates.

Key Responsibilities

• Plan, track, manage, and report on all CS impacting programs and larger company-driven projects for Customer Service
• Build a master project plan/project tracker that shows high-level and detailed information on all ongoing and closed projects, including Big Bets tracking
• Send regular program updates on each program in progress and facilitate lessons learned post-launch
• Create individual project plans that show task-level detail with ownership, due dates, status, dependencies, and risks
• Oversee the planning, execution, and completion of projects
• Lead complex initiatives managing all activities in a project life cycle, such as initiation, planning, executing, controlling, and closing for short- and long-term projects
• Conduct project kick-off meetings, regular project check-ins, and Go/No Go meetings to ensure all impacted teams are aligned
• Support CS tools/technology, CS Operations, process management, and training teams to accelerate project delivery to the organization
• Work closely with CS program managers and CS operations to confirm program launch dates and readiness for deployment
• Ensure program launch information is communicated effectively to minimize any negative impact while supporting a high level of engagement and implementation
• Develop a project backlog for projects requiring technical team development and regularly review the backlog and prioritization with CS leadership
• Own the CS intake site and project initiation and tracking
• Demonstrate customer service knowledge and facilitate the development of process and system requirements in consideration of known technical capabilities and limitations

Requirements

Essential Qualifications

• Bachelor's degree
• Proficient in relevant computer applications
• 3-5 years of project/program experience, preferably in a customer experience
• Strong listening, written, and verbal communication skills with the ability to adapt to different audiences
• Knowledge of customer service practices and principles
• Able to work collaboratively and cross-functionally
• Experience using problem-solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Preferred Qualifications

• Experience with project management tools and software
• Knowledge of Agile methodologies and project management frameworks
• Certifications in project management, such as PMP or Scrum Master

What We Offer

Compensation and Benefits

We offer a competitive salary range of $90,000 - $95,000, depending on experience. Our goal is to support, reward, and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, equity, 401(k) match, and a variety of benefits.

Career Growth and Learning

At blithequark, we are committed to fostering an inclusive environment where every associate is empowered to learn, grow, and bring their full self to work. We offer opportunities for professional development, training, and mentorship to help you achieve your career goals.

Work Environment and Culture

We are a remote-friendly company that values flexibility and work-life balance. Our culture is rooted in our values of kindness, passion, collaboration, innovation, tenacity, and empowerment. We inspire each other, our members, and ourselves to push past the expected – every day.

How to Apply

If you are a motivated and experienced project management professional looking for a new challenge, please apply to join our team at blithequark. We look forward to hearing from you!