Method Recruiting, a 3x Inc. 5000 company · 5 days ago
Operations Project Manager CX - Brand
New York, NY
Full-time
Onsite
Entry, Mid Level
2+ years expMethod Recruiting is seeking an Operations Project Manager for a fast-growing fitness tech company. This role involves managing projects and operations for the Customer Experience (CX) team, optimizing processes, and ensuring readiness for new product launches.
EmploymentHuman ResourcesProfessional ServicesRecruitingStaffing Agency
Responsibilities
CX Readiness & Launch Management: Evaluate product roadmaps, pinpoint CX readiness needs, and collaborate across teams to ensure support readiness for new features/products
Process Optimization & Transformation: Identify, map, and document existing support processes to identify inefficiencies, redundancies, and bottlenecks
Project Leadership: Lead end-to-end CX projects—from discovery through execution—driving initiatives that reduce repeat contact rates and improve customer satisfaction
Data-Driven Insights: Analyze customer feedback, ticket volume, and operational metrics to identify pain points and propose data-backed solutions
Tool & System Optimization: Own and manage core CX tools (e.g., Zendesk, CRM), including queue configuration, third-party integrations, and AI/automation agent optimization
Cross-Functional Collaboration: Partner with Product, Engineering, and Marketing to align customer service strategies with business goals and to ensure a smooth, user-friendly journey
Performance Monitoring: Set clear KPIs, build dashboards, and report on operational performance to leadership
Qualification
Required
2-5 years of experience in operations, process improvement, or project management, preferably in a CX or customer support function
Experience in a consumer-facing app, tech company, or high-growth startup environment
Proven ability to lead complex, cross-functional projects from initiation to completion using Agile or Waterfall methodologies
Strong proficiency in data analysis tools (e.g., SQL, Excel, Tableau) to drive insights and operational performance
Experience with CRM/Help Desk platforms (e.g., Zendesk, Salesforce)
Exceptional verbal and written communication skills, with the ability to influence stakeholders at all levels
Bachelor's degree in Business, Engineering, Operations, or related field
Preferred
Experience with SQL (data analysis)
Experience implementing AI or chatbot deflection strategies
PMP or similar project management certification
Company
Method Recruiting, a 3x Inc. 5000 company
Method Recruiting is the product of decades of direct experience within the digital marketing industry.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Dustin Charne
Co-Founder, Head of Client Services
Matt Simpson
Co-Founder, Managing Director
Company data provided by crunchbase