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Customer Care Project Manager

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Porsche AG

24d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Atlanta

AI generated summary

  • You need a Bachelor’s in management, 5-7 years in project management, contact center experience, strong skills in communication and analysis, and relevant certifications.
  • You will lead process optimization initiatives, manage vendor onboarding, coordinate project execution, analyze data for improvements, and facilitate communication for successful implementation and support.

Requirements

  • Bachelor’s degree in management, business or a related field experience required
  • Five to seven years of professional Project Management experience
  • Proven track record of successful process improvement initiatives
  • Contact Center or similar Operations Management experience required
  • Strong analytical and organizational skills
  • Proven track record of effectively delegating tasks, motivating colleagues and managing stakeholder priorities in a deadline-oriented environment
  • Strong oral/written communication, facilitation, listening and presentation skills at all levels.
  • Ability to influence, negotiate and mediate effectively
  • Master’s degree in related field
  • Automotive related industry experience
  • Project management certification
  • Six Sigma certification
  • Proficient computer skills in all Microsoft office applications, especially Excel and PowerPoint
  • Proficient working in a multi-cultural environment
  • Ability to work with company sensitive information and maintain confidentiality
  • Detail Oriented
  • Adaptability/Flexibility
  • Problem solving
  • Customer Focused
  • Consultative skills
  • Ability to effectively manage multiple projects as well as direct and indirect personnel
  • Works well without close supervision
  • Ability to set and meet challenging deadlines
  • Excellent interpersonal skills

Responsibilities

  • Lead initiatives focused on optimizing and standardizing processes, as well as implementing new technologies, to enhance overall customer experience and improve the efficiency and effectiveness of the Customer Interaction Center+ (CIC+) or Customer Relations Hub (CRH) environment.
  • Liaise with colleagues at Porsche AG on Customer Relations Hub initiatives for market level implementation. Responsible for the information loop to/from Porsche AG to ensure consistency in initiatives planned.
  • Oversee the onboarding process for new vendors, ensuring smooth integration, clear communication of expectations, and alignment with company standards and goals.
  • Proactively identify opportunities for continuous improvement by analyzing current workflows, gathering feedback, and deploying process enhancements that drive operational excellence.
  • Define clear project goals, develop detailed task lists, and establish realistic timelines to guide assigned teams and stakeholders toward successful project completion.
  • Budget analysis for projects that include industry comparison and desired outcomes.
  • Monitor project progress regularly, evaluate outcomes against objectives, and make necessary adjustments to keep projects on track and ensure that both internal and external clients achieve their desired results.
  • Coordinate all aspects of project execution, including managing budgets, allocating personnel, and collaborating with cross-functional departments to meet deadlines and deliverables within allocated resources and strict timelines.
  • Development of Statement of Work (SOW) documents outlining the requirements of the business unit for the specific service.
  • Ensure collaboration with and adherence to the Porsche Cars North America (PCNA) procurement process.
  • Facilitate effective communication among project teams, stakeholders, and leadership to ensure transparency, address challenges promptly, and maintain alignment throughout the project lifecycle.
  • Prepare and present regular status reports, risk assessments, and post-project evaluations to support continuous learning and improvement.
  • Data analysis of Customer Interaction Center+ (CIC+) cases, call reasons, volumes and other KPI Metrics to maintain a continuous improvement. Present recommendations to the Customer Care Loyalty Manager for training opportunities.
  • Lead end-to-end CRM implementation including planning, data preparation, and system rollout.
  • Gather, analyze, and document user requirements to inform solution design.
  • Collaborate with technical teams to ensure business needs are accurately translated into system functionality.
  • Assist with system configuration tasks, testing coordination, and issue tracking.
  • Support user acceptance testing (UAT), training preparation, and go-live activities.
  • Provide post-implementation support and help document best practices and lessons learned.
  • All other duties as assigned.

FAQs

What is the role of a Customer Care Project Manager?

The Customer Care Project Manager is responsible for leading the implementation and ongoing support of various projects aimed at improving customer service and experience in contact centers, managing vendor partnerships, and driving continuous process improvements.

What qualifications are required for this position?

Required qualifications include a Bachelor’s degree in management, business, or a related field, five to seven years of professional project management experience, a proven track record in process improvement initiatives, and contact center or similar operations management experience.

Is prior automotive industry experience preferred?

Yes, experience in the automotive industry is preferred for this position.

What skills are essential for a Customer Care Project Manager?

Essential skills include strong analytical and organizational abilities, excellent communication and presentation skills, the ability to influence and negotiate effectively, and proficiency in Microsoft Office applications, especially Excel and PowerPoint.

Is there an opportunity for performance bonuses?

Yes, individuals in this role may be eligible for a discretionary performance bonus.

What is the travel requirement for this position?

The position may require up to 25% travel.

What benefits does Porsche offer?

Benefits include paid vacation, paid holidays, paid sick leave, 401(k) match, medical, dental, and vision coverage, tuition and certification reimbursement, life insurance, short and long-term disability coverage, and subsidized gym membership programs, among others.

Are there any physical requirements for this job?

Yes, the physical requirements include the ability to talk, hear, walk, sit, stand, occasionally climb stairs, lift up to 15 pounds, and work in an open office/noisy environment.

Does this role involve managing a team?

No, this position does not have direct reports.

What is the salary range for this role?

The salary range for this position is $90,000 to $110,000, depending on geographic location and individual qualifications.

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Porsche AG

Driven by Dreams

Automotive
Industry
10,001+
Employees
1931
Founded Year

Mission & Purpose

“In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself.“ This quote from Ferry Porsche gets to the heart of everything that makes Porsche what it is. It has been our guiding star – for more than 70 years. With commitment, passion and enthusiasm, we strive for the best solution every day. We courageously go new and untested ways. With entrepreneurial pioneering spirit, we make unique, sustainable solutions possible. We love challenges, act quickly and always act respectfully and fair for people and the environment. At Porsche, the focus is on the cohesion and teamwork of our employees. Because if you want others'​ hearts to beat faster, you have to carry your own in the right place. Developing the technology of tomorrow. Always surpassing yourself. Working at Porsche offers many challenges. What might it be like? On our website www.porsche.com/careers you can get insights into the Porsche working environment and experience first-hand what makes working at Porsche so fascinating.