Customer Care & Social Media Project Manager (Project Management)

The Customer Care & Social Media (CCSM) Project Manager is responsible for leading, managing, and delivering multiple large, complex, and cross-functional technology and business projects from inception to completion. This role ensures that projects align with business objectives, adhere to budget and timelines, and improve operational efficiency within the CCSM department. The Project Manager will also serve as a technology liaison, helping implement new systems, digital tools, and social engagement platforms, ensuring smooth integration across teams.

What You'll Do

• Lead multiple technology-driven projects, including system implementations, process automation, and digital transformation initiatives.
• Develop and manage project roadmaps, scope, and timelines while ensuring technology requirements align with business needs.
• Partner with IT teams, software vendors, and business stakeholders to implement new systems, integrations, and enhancements.
• Define technical requirements, conduct gap analyses, and ensure that system capabilities align with business objectives.
• Develop and implement change management strategies to ensure smooth adoption of technologies, processes, and systems within CCSM.
• Monitor project budgets, assess feasibility, and provide executive reporting on project health and key performance metrics.
• Identify risks in technology projects and implement mitigation strategies to avoid delays, security issues, or integration failures.
• Facilitate effective collaboration and communication between CCSM and IT teams to ensure seamless project execution.
• Act as a departmental lead and subject matter expert for customer service best practices, social media engagement, and technology-driven solutions.

• Education: Associate's degree in Communications, Business, Information Technology, Computer Science, Business Administration, or a related analytical discipline OR equivalent experience.
• Experience:
  • Three years of:
    • Performing an analytical function involving critical thinking and advanced problem-solving methods.
    • Managing medium to large cross-functional projects.
    • Documenting requirements, developing presentations, and organizing project activities using the Microsoft Office suite.
  • One year of experience in a customer-facing role, such as a call center, working with a CRM system, or engaging with customers through social media platforms.
• Project Management Skills:
  • Strong understanding of project management methodologies (Agile, Waterfall, hybrid models).
  • Ability to analyze data, perform gap analysis, and develop solution roadmaps.
  • Experience leading cross-functional teams and stakeholder discussions.
  • Strong problem-solving skills, with the ability to navigate complex technical challenges, security concerns, and resource constraints.
• Technical & Digital Expertise:
  • Experience working with CRM tools, social listening platforms, or digital engagement systems.
  • Familiarity with data analytics, automation tools, and system integrations.
  • Skilled in Microsoft Office Suite, including advanced Excel, Visio (for process mapping), PowerPoint (for executive presentations), and Microsoft Project (for project scheduling and tracking).
• Soft Skills & Leadership:
  • Excellent communication skills, with the ability to translate technical requirements into business-friendly language.
  • Ability to prioritize tasks, meet tight deadlines, and work in a fast-paced environment.
  • Strong ability to influence stakeholders, facilitate decision-making, and drive accountability.
• Willingness to work nights, weekends, holidays, extended hours, and be on call 24/7 as business needs required

 

• Education: Bachelor's degree in Communications, Business, Information Technology, Computer Science, Business Administration, or a related analytical discipline.
• Experience:
  • Five years of:
    • Performing an analytical function involving critical thinking and advanced problem-solving methods.
    • Managing medium to large cross-functional projects.
    • Documenting requirements, developing presentations, and organizing project activities using Microsoft Office Suite.
  • Three years of experience in a customer-facing role, such as a call center, working with a CRM system, or engaging with customers through social media platforms.
• Certifications: Project Management Professional (PMP) certification or equivalent.
• Technology & Business Expertise:
  • Experience in technology implementations, system migrations, or software deployment projects.
  • Knowledge of IT security, data governance, and system integration best practices.
  • Experience with Agile project management, Jira, or other collaboration tools.
  • Strong understanding of social media best practices, analytics tools, and digital marketing technologies.

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost


• An opportunity to purchase additional shares of our privately-held stock


• 401(k) retirement savings plan


• Group health, dental and vision plans plan


• Paid Time Off


• Paid Parental Leave


• Short- and long-term disability insurance


• Tuition reimbursement


• Free hot lunches (buffet-style) at facilities with a cafeteria


• Visit our website to see all of our benefits: Benefits - Jobs (publix.com)