Project Manager - Customer Care

JCPenney StoresRemote, Plano, Texas


Project Manager - Customer Care

The Project Manager - Customer Care is responsible for leading strategic projects for JCPenney Contact Centers.  This role will also support in-depth business reviews, present to senior management, and support initiatives across the Company.  The Customer Care Project Manager must be able to work at both the strategic and tactical levels. This person will be expected to provide ideas on driving an exceptional customer and associate experience, increasing the Company’s Return on Investment, as well as analyzing data to solve various problems.

Primary Responsibilities:

  • Manage the production of the required deliverables
  • Plan and monitor the project(s)
  • Prepare and maintain project plan(s)
  • Manage project risks, including the development of contingency plans
  • Monitor overall progress and use of resources, initiating corrective action when necessary
  • Apply change control
  • Prepare and provide status updates to senior leadership and business the progress of the project; while presenting escalated issues to senior leadership in a timely manner
  • Partner with business on key decisions that may need to be made, maintaining awareness of potential interdependencies with other projects and their impact
  • Prepare follow up action recommendations
  • Engage and delegate to appropriate subject matter experts to deliver, contribute and overcome obstacles to meet or exceed project timelines and budget
  • Identify any potential area within JCP that you think needs to be more efficient, effective, serve our customers and associates

Core Competencies & Accomplishments:

  • Passion for working in a fast-paced project management environment
  • Superior relationship building with cross-functional teams, to deliver results through collaboration, excellent communication and strong negotiating skills
  • Extremely organized and detail oriented
  • Ability to manage multiple projects, adjust priorities, and work in a continuously changing environment to meet critical deadlines
  • Highly motivated to be self-sufficient and operate without close supervision
  • 1 - 2 years Project Management experience
  • Bachelor’s Degree or higher
  • PMP certified, preferred
  • 1+ years Customer Service/Call Contact Center responsibilities

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

About JCPenney: 

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.