Customer Care Project Manager

Tasks

Position overview

Within the Customer Experience department, the Customer Care group is responsible for all contact center and roadside assistance activities. The Customer Care Project Manager provides leadership in the implementation and on-going support of several large and small-scale, business and customer critical projects to improve the Customer Service and Experience in our contact centers as well as coordination and facilitation of data privacy initiatives including overseeing company-wide compliance.

Additionally, this role is responsible for onboarding new vendor partners, leading continuous process improvement initiatives designed to improve customer experience and operational efficiency, and the rollout and ongoing support for new customer and agent facing tools and platforms. The role will ensure vendor compliance by analyzing performance, initiative alignment, contract accountability, and institute standardized reporting for easy consumption at all levels of leadership to quickly understand the success and opportunities for all contact center channels.

Roles & 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

Qualifications

Qualifications

Required qualifications include:

• 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

Preferred qualifications include:

• Master’s degree in related field
• Automotive related industry experience
• Project management certification
• Six Sigma certification

Skills:

• 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

At a Glance

Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.