keyboard_backspace Project Manager - 1506177S

Project Manager, Service Excellence

GLOBAL Client SERVICE & ATHLETE EXPERIENCE

[PRE-POPULATED Client HEADER]

Become a Part of the Client, Inc. Team

Client, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Client, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

The Client Service Excellence Team strives to deeply understand and champion the consumer’s needs within the most innovative physical and digital retail environments in the world, ensuring that at Client the Voice of the Athlete is present in all we do.  This team drives a culture of continuous improvement across services and experiences within Client’s physical and digital portfolio and informs the build of service focused training for our Firstline.

WHO WE ARE LOOKING FOR

As the project manager for Client Service Excellence, you will be a dynamic leader who will work with many cross functional teams, both internal and external, with oversight of large scope, multi-faceted, bodies of work. You will drive projects and track detailed deliverables through key dates and gates across all functional teams, while also being able to elevate and drive the broader team’s alignment to the vision and strategy of Client Stores. With a keen eye for detail and planning, you will execute and lead the offense to drive best in class service across Client channels.

WHAT YOU WILL WORK ON

As Client’s Project Manager, Service Excellence, you will ensure the timely delivery and execution of all things related to the development and ongoing management of the Service Excellence roadmap. You will define and drive the process by which the team receives, scopes, prioritizes and delivers work with a focus on maximizing efficiency and impact.  

You will be the conductor that keeps the team running smoothly by building schedules, coordinating all meetings (workshops, checkpoints, IBAs, team alignments, etc), including confirming attendees, building agendas, taking notes, providing a recap and keeping attendees accountable to next steps. In addition, you will support vendor and budget related processes such as establishing vendor NDA’s or MSA’s, defining SOW’s and generating Purchase orders. When needed, you will also proxy for the Service Excellence leader and represent the voice of the SE offense.  

WHO YOU WILL WORK WITH

You will partner with functions such as Client Services, Client Athlete Experience (our Firstline, retail employees), Service Experience Design, Retail Operations, Consumer Services, Analytics, Legal, Procurement, HR, Strategy and Retail Concepts to understand business needs and translate those into accurate and actionable scopes of work for the SE team. You will partner across the organization to manage team capacity, resourcing and operations and help foster an aligned and connected service strategy.

WHAT YOU BRING

• 3-5 years of relevant project management experience within a strategic function
• Proven ability to create and operate effective processes that enable a function to achieve its goals
• Proven ability to access, identify and understand risks and dependencies in a project and resolve as needed
• Familiarity with project management tools such as SmartSheets, Box, Outlook, etc.  Able to build project plans and inform/activate right tool per project
• Exceptional oral and visual communication and influencing skills 
• A detail-oriented, organized, critical thinker comfortable supporting complex teams and workstreams
• Ability to work within a self-directed culture and navigate ambiguity
• Proactive learner, effective communicator, and process innovator 
• Experience in retail industry and/or customer service

Preferred Skills

• Experience working within large, matrixed organizations
• Background in analytics a plus
• Advanced writing skills and background in journalism or marketing