Project Manager Community Management & Customer Service

The Project Manager will own the day-to-day operational delivery of Brand Bastion’s global social care, product support, and community management program for a large enterprise client. This role is critical to ensuring high-quality, social-first execution across public and private channels, while coordinating closely with internal stakeholders, Customer Success, and distributed global teams.

The Project Manager acts as the operational backbone of complex, high-volume, and high-visibility social programs, ensuring consistency, risk mitigation, quality control, and scalable execution.

• Program Ownership & Execution
• Own the operational execution of a large-scale social care and community management program from ramp through steady-state delivery
• Serve as the primary operational point of contact for internal teams and client stakeholders
• Ensure alignment across public engagement, account-related support (e.g., billing, cancellations, retention), and product-related inquiries
• Coordinate execution across multiple regions, time zones, and languages
• Maintain close, ongoing communication with Customer Success and internal stakeholders
• Provide visibility into operational performance, risks, and opportunities
• Ensure delivery-team feedback is surfaced and addressed

• Team Leadership
• Recruit, hire, lead and support a cross-trained, global team of social-first agents
• Oversee onboarding and enablement of new team members assigned to the program
• Provide ongoing guidance, coaching, and escalation support to agents
• Act as the first point of contact for operational questions, workflow clarification, and issue resolution
• Foster a culture of accountability, quality, and continuous improvement

• Risk Management:
• Proactively identify and manage operational risks, including backlog growth, quality degradation, tone or compliance issues, and escalation triggers
• Coordinate response during incidents, spikes, or sensitive brand moments
• Maintain clear escalation paths internally and with client stakeholders
• Monitor key risk indicators and implement contingency plans as needed
• Quality Assurance:
• Own quality assurance processes across all workstreams
• Monitor response accuracy, tone of voice, brand alignment, and escalation handling
• Conduct regular QA reviews and performance checks
• Identify recurring issues and implement corrective actions
• Ensure adherence to SLAs and quality standards
• Change Management:
• Manage changes to scope, workflows, or priorities as the program evolves
• Communicate updates clearly to the delivery team
• Identify opportunities to improve efficiency, reduce friction, and strengthen execution
• Resource & Capacity Management:
• Monitor staffing levels, workload distribution, and coverage patterns
• Adjust resourcing to align with demand fluctuations and peak periods
• Support planning for incremental capacity increases when required
• Documentation and Reporting:
• Maintain accurate operational documentation, including workflows, playbooks, and training materials
• Deliver regular reporting on performance, volume trends, quality metrics, and risks
• Support ad hoc reporting and insights as needed
• Additional Responsibilities:
• Support pilots, special initiatives, and process improvements
• Collaborate with internal teams on tooling, workflows, and governance enhancements
• Perform other duties as required to ensure program success

Requirements

Experience

• 5+ years of relevant experience working at a BPO or agency, managing large people-heavy projects end to end
• Familiarity with KPIs and reporting
• Comfortable presenting performance updates, risks, and recommendations to client stakeholders
• Strong written and verbal communication skills, particularly in high-pressure or sensitive situations
• Proven experience managing large-scale, enterprise-level programs with high volume and high visibility
• Experience leading and scaling global, distributed teams across multiple time zones
• Experience working closely with Customer Success, Product, Account Managers and Operations teams
• Data driven and highly organized

Benefits

• Compensation:
  Competitive compensation package based on market rates
• Impact:
  Shape the future of social media management alongside industry veterans
• Freedom:
  Remote-first culture with flexible work hours
• Travel:
  Opportunity to travel for team meets or client visits
• 4+ weeks of PTO
• Learning:
  Personal development and mentorship opportunities