Customer Experience Project Manager

Build Your Career with Ashley

Customer Experience Project Manager

What Will You Do?

The Customer Experience Project Manager is responsible for working with project sponsors and stakeholders in establishing the project scope of work and requirements, developing the project charter, managing project communication, and assisting in managing the project constraints involving cost, time, scope, and quality.

Learn and modify Customer Experience systems to eliminate waste and improve productivity. This position is a key member of the Customer Experience team that drives system automation, eliminates process waste, and improves customer experience.

The Customer Experience Project Manager is accountable for ensuring that all projects adhere to timelines, scopes, and budgets within the call center.

• Work with the project sponsor and stakeholders to establish the project scope and develop the project charter, which outlines the scope, goals, deliverables, required resources, communications, plans, and timing.
• Establish clear ownership for project tasks and complete work breakdown to estimate the effort required for each task.
• Develop project schedules to identify when each task will be completed and milestones will be delivered; develop and manage all documentation necessary for the project.
• Manage stakeholder expectations across all projects after the scope of work has been agreed to.
• Ensure each project budget is planned and tracked effectively throughout the product lifecycle.
• Track project progress via action logs, continuously reviewing tasks to ensure deadlines are met.
• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques, and are approved by appropriate management.
• Communicate project status on key performance indicators and progress against initiatives; report out to the sponsor, project team, and stakeholders.
• Troubleshoot issues when the need arises and escalate when appropriate.
• Interface with cross-functional departments as needed to coordinate activity and further project goals.
• Ensure all project documents are safely archived following project completion.
• Maintain professional technical knowledge by tracking emerging trends in project management, attending training or other developmental opportunities, and participating in professional societies.
• Elicit requirements using interviews, document analysis, site visits, business process descriptions, use cases, scenarios, business analysis, tasks, and workflow analysis.
• Evaluate information gathered from multiple sources, reconcile conflicts, and decompose high-level
• information into details, abstract up from low-level information to a general understanding.
• Demonstrate the Company's Core and Growth Values in the performance of all job functions.

What Do You Need?

• Bachelor's Degree in Business Administration or related field or equivalent work experience, Required
• 5 years of professional experience in project management, Required
• Experience with Agile methodologies.
• Project Management certification required. Examples include the PMP, PMI-ACP, Lean Six Sigma, SAFe, Scrum Master, or Other Agile certifications.
• Knowledge of Microsoft Project, or other Project Management software.
• Knowledge of agile or lean methodologies.
• Strong knowledge of project management principles, methods and techniques.
• Knowledge of modern web-based technologies.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Effective time management and organizational skills.
• Work independently as well as in a team environment.
• Document management system.
• Analytical and problem-solving skills.
• Maintain confidentiality.
• Working knowledge of Continuous Improvement.
• Handle multiple projects simultaneously within established time constraints.
• Proficient computer skills, including experience with Microsoft Office Suite, internet.
• Strong skills in agility, along with the ability to pivot easily when directions and priorities changes on short notice.
• Perform under strong demands in a fast-paced environment.
• Work professionally with customers and co-workers to efficiently serve our customers, treating both with enthusiasm and respect.
• Display empathy, understanding and patience with employees and external customers.
• Respond professionally in situations with difficult employee / vendor / customer issues or inquiries.

Who Are We?

At Ashley, we're more than a business...we're family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders.

We're problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good.

We create solutions, not excuses. And never settle for status quo. It's the reason we're always searching for better ways to deliver an exceptional customer experience.

That's why Ashley Furniture is #1 in our industry.

Ready to grow? You've come to the right place. Ashley Furniture has a "Growth Mindset", and once you join our team, you'll learn from the best in the business.

Apply today and find your home at Ashley!

Benefits We Offer

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance

Our Core Values

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement / Operational Excellence
• Dirty Fingernail
• Growth Focused

To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page :

Corporate Social Responsibility

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.

Search Firm Representatives Please Read Carefully :

Ashley Furniture Industries, LLC, is not accepting unsolicited assistance from search firms for this employment opportunity unless an agreement is in place.

Please, no phone calls or emails. All resumes submitted by search firms to any employee at Ashley Furniture via email, the Internet or in any form and / or method without a valid search agreement in place for this position will be deemed the sole property of Ashley Furniture.

No fee will be paid in the event the candidate is hired by Ashley Furniture as a result of the referral or through other means.