Technical Project Manager

• Create and maintain detailed project plans, including milestone schedules, scope, resourcing, budgets, risks, and cross-POD dependencies, and track ongoing project status across Client Services and Omni initiatives
• Drive execution across client services and commerce platforms that support contact center operations, order services, returns, and omnichannel fulfillment experiences across stores and digital
• Exhibit strong ownership and the ability to simplify complex, highly interdependent initiatives involving multiple systems, vendors, and operational teams
• Lead projects from initiation through launch and stabilization, ensuring alignment with business outcomes and operational readiness
• Proactively manage risks, dependencies, timelines, and budgets, including coordination with Finance partners and support for required approvals
• Capture, publish, and follow up on meeting notes, action items, RAID logs, and cross-team communications, ensuring clarity and accountability across stakeholders
• Partner with IT and Business program owners to develop accurate delivery estimates and realistic execution plans
• Utilize delivery metrics and project data to continuously improve predictability, efficiency, and cost effectiveness across future initiatives
• Support team ceremonies, program-level reporting, and integrated planning across the client services and omnichannel portfolio
• Leverage AI tools to accelerate delivery and improve team effectiveness (e.g., generating first drafts of project communications, and summarizing decisions/action items), while applying appropriate review, governance, and data handling practices
• Support adoption of AI-enabled workflows across project delivery, including standard prompts/templates, knowledge capture, and repeatable automation to improve consistency and reduce manual effort
• Demonstrate **** values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative

• 5+ years of Project Management experience, with a strong focus on Client Services, Omni-channel, or Ecommerce technology initiatives
• Hands-on experience delivering projects across customer service platforms, order management, returns, fulfillment, and store/digital integrations
• Proven experience using Atlassian tools such as JIRA, JIRA Advanced Roadmaps, and Confluence for execution, dependency tracking, and status reporting
• A demonstrated track record of successful end-to-end project delivery, from discovery through implementation and stabilization
• Strong communication and interpersonal skills, with the ability to influence and collaborate across business, product, engineering, QA, release, and operations teams
• Experience managing delivery in Agile environments, with the ability to adapt to hybrid Agile/Waterfall execution models as needed
• Comfort working in fast-paced, highly operational domains where uptime, client impact, and service continuity are critical
• Experience managing project budgets and partnering with Finance on forecasting and spend tracking
• Experience working with AI/GenAI tools (e.g., Microsoft Copilot/ChatGPT or similar) to support project planning, documentation, status reporting, and stakeholder communications
• Familiarity with responsible AI and secure data practices (e.g., avoiding sensitive data in prompts, validating outputs, and adhering to company policies)
• CSM, or equivalent certification is a plus

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

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