Remote Customer Service Project Management Principal - Leading Cross-Functional Initiatives at blithequark

Transforming Customer Experience through Strategic Project Management

At blithequark, a pioneering force in off-price e-commerce, we're redefining the online shopping experience by connecting the next-generation shopper with world-class brands. Our portfolio companies, operating through multiple complementary sites, have created a loyal member base eager to discover premium and luxury brands at unbeatable prices. As a Principal Remote Customer Service Project Manager, you will play a pivotal role in driving process improvements, tool enhancements, and large-scale cross-functional programs that impact our members and the Customer Service organization.

About the Role

This critical position requires a seasoned project management professional who can partner effectively with customer service operations, technology teams, and other cross-functional stakeholders. The ideal candidate will be adept at planning, tracking, and delivering complex projects, ensuring seamless execution and high levels of member engagement. As a Principal Project Manager, you will be responsible for assessing organizational readiness, creating detailed project plans, and keeping leadership informed of project timelines, impacts, and updates.

Key Responsibilities

• Plan, track, manage, and report on all customer service impacting programs and company-driven projects, ensuring timely and consistent implementation.
• Develop and maintain a master project plan/project tracker to monitor high-level and detailed information on ongoing and closed projects, including Big Bets tracking.
• Provide regular program updates and facilitate lessons learned post-launch to ensure continuous improvement.
• Create detailed individual project plans with task-level ownership, due dates, status, dependencies, and risks.
• Oversee project planning, execution, and completion, managing all activities across the project lifecycle.
• Lead complex initiatives, conducting project kick-off meetings, regular check-ins, and Go/No Go meetings to ensure cross-functional alignment.
• Support CS tools/technology, operations, process management, and training teams to accelerate project delivery.
• Collaborate with CS program managers and operations to confirm program launch dates and readiness.
• Ensure effective communication of program launch information to minimize negative impacts and support high engagement.
• Develop and maintain a project backlog for technical team development projects, prioritizing items with CS leadership.
• Own the CS intake site and project initiation and tracking, demonstrating customer service knowledge and facilitating process and system requirements development.

Essential Qualifications

To succeed in this role, you will need:

• A Bachelor's degree in a relevant field.
• 3-5 years of project/program management experience, preferably in a customer experience context.
• Proficiency in relevant computer applications and project management tools.
• Strong listening, written, and verbal communication skills, with the ability to adapt to different audiences.
• Knowledge of customer service practices and principles.
• The ability to work collaboratively and cross-functionally, using problem-solving and analytical skills to drive process improvements.
• Attention to detail and a proven ability to manage multiple competing priorities in a fast-paced environment.

Preferred Qualifications

While not mandatory, the following qualifications will enhance your candidacy:

• Experience in e-commerce or a related industry.
• Familiarity with Agile project management methodologies.
• Certifications in project management (e.g., PMP, Agile certifications).

What We Offer

At blithequark, we're committed to supporting, rewarding, and compensating our Associates as a whole individual. Our compensation package includes:

• A competitive base salary range of $90,000 - $95,000.
• Bonus/commission opportunities based on role eligibility.
• Equity participation to align your interests with the company's success.
• 401(k) match to support your long-term financial goals.
• A variety of benefits to enhance your overall well-being.

Our Culture and Values

blithequark is dedicated to fostering an inclusive environment where every Associate can learn, grow, and bring their full self to work. Our culture is rooted in our values: being Kind, Passionate, Collaborative, Innovative, Tenacious, and Empowered. We're passionate about sparking delight through daily discovery, not just for our members but also for our Associates. By joining our team, you'll be part of a dynamic organization that inspires each other to push past the expected every day.

Career Growth and Development

As a Principal Project Manager at blithequark, you'll have opportunities for career growth and professional development. You'll be working on complex projects that impact the customer service organization and the company at large, developing your skills in project management, leadership, and strategic planning. Our commitment to innovation and continuous improvement ensures that you'll be challenged to grow and expand your capabilities.

Why Join blithequark?

If you're a motivated and experienced project management professional looking to make a significant impact in a dynamic e-commerce environment, blithequark is the place for you. You'll be joining a team that's at the forefront of fashion and technology, with a culture that values innovation, collaboration, and kindness. Apply now to become part of our journey to spark delight through daily discovery.

We are committed to providing Associates with equal pay for equal work and carefully consider a wide range of compensation factors. Our goal is to support, reward, and compensate the entire individual.

Apply Now