What are the responsibilities and job description for the Project Manager I position at TalentBridge?
Project Manager - Customer Experience
Location: Stamford CT (Hybrid) - 4 days in office & 1 day remote
Duration: Long Term
Position Overview
- We are seeking a Project Manager / CX Business Analyst to support customer experience initiatives focused on the Billing Journey across Cable and Mobile services.
- This role will work closely with cross-functional teams to analyze customer experience data, gather and document business requirements, map customer journeys, and identify opportunities to improve customer outcomes.
- This is a high-visibility opportunity within a fast-growing Customer Experience organization, with the potential to transition to a full-time role.
Key Responsibilities
- Analyze customer experience data, feedback, and performance metrics to identify trends, issues, and opportunities for improvement.
- Gather, analyze, and document business and functional requirements for CX-related initiatives.
- Create and maintain customer journey maps, channel flows, process flows, and workflow documentation.
- Evaluate customer feedback, verbatims, survey results, and CX scores to identify actionable insights.
- Translate complex data and business requirements into clear recommendations for stakeholders and leadership.
- Prepare and deliver data-driven presentations, reports, and project updates.
- Partner with business, technology, product, operations, and other cross-functional teams to align on CX priorities and future-state solutions.
- Support business process analysis and continuous improvement initiatives across customer touchpoints.
- Define and monitor KPIs and CX performance metrics.
- Manage multiple priorities and projects while identifying risks, issues, and opportunities.
- Build and maintain strong relationships with internal stakeholders, business partners, and vendors.
- Perform ad hoc analysis and support additional CX initiatives as needed.
Required Qualifications
- Bachelor’s degree in Business Administration, Business, Technology, or a related field, or equivalent experience.
- 3 years of experience in Business Operations Analysis, Business Analysis, or a related discipline.
- 3 years of experience within telecommunications, technology, or software/product environments.
- Strong experience with requirements gathering and requirements documentation.
- Experience creating customer journey maps, process flows, or workflow documentation.
- Strong analytical skills with the ability to synthesize complex data into actionable insights.
- Excellent written and verbal communication skills.
- Experience preparing and presenting data-driven presentations to business stakeholders.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Strong stakeholder collaboration and relationship-management skills.
- Proficiency with Microsoft Office applications, particularly Excel, Word, PowerPoint, and Visio.
- Knowledge of process management and project management methodologies.
Preferred Qualifications
- Customer Experience (CX) or Digital Experience background.
- Experience supporting billing journeys or customer billing processes.
- Experience with Cable, Broadband, Wireless, or Mobile services.
- Experience working with NPS, CSAT, customer feedback, survey data, or other CX metrics.
- Experience in process improvement and future-state experience design.
Why Join This Team?
- Contract-to-hire opportunity with potential for long-term employment.
- Work with a fast-growing Customer Experience organization.
- High visibility across business and technology teams.
- Opportunity to directly influence customer journeys and improve customer experiences.
- Exposure to both Cable and Mobile billing experiences.
Salary : $40 - $53