Project Manager, Customer Care Digital Transformation

Title: Project Manager, Customer Care Digital Transformation

Location: NY-Latham

Job Description:

Make a SPLASH with Latham Pool Products!

At Latham Pool Products, we don’t just make swimming pools; we create opportunities for backyard dreams to come true. As the leading manufacturer in North America, Australia, and New Zealand, we are committed to delivering innovation, quality, and sustainability in everything we do.

We believe in building an environment where everyone can thrive. That is why we offer:

• A culture of integrity, collaboration, and respect.
• Comprehensive benefits for you and your family.
• Opportunities for growth, mentorship, and skill development.

Ready to join a team that makes a difference?

A little about the position:

Job Summary

Lead customer care and digital transformation programs within the Pool Manufacturing Industry, improving the end-to-end customer journey from inquiry to resolution, pre and post-sale. Own discovery and journey mapping, define scope and measurable outcomes (CSAT/NPS, SLA/ASA, AHT, FCR, backlog aging, cost-to-serve), and deliver platform and process improvements across front-end workflow, case management, knowledge, self-service, configurators, and ERP/CRM integrations. Drive governance, release readiness, coordinate cut over planning, testing, training/adoption, and peak-season continuity.

Some of What You Will Do:

• Partner with Customer Care Leadership to define, document, and manage project scope, objectives, roadmap, and business outcomes (CSAT/NPS, SLA/ASA, AHT, FCR, cost-to-serve).
• Lead discovery and customer journey mapping (pre-sale, post-sale, warranty, parts) to identify pain points, root causes, and opportunities for automation and self-service.
• Build and maintain integrated plans for CRM/case management, knowledge management, IVR/chat, self-service, configurators, and reporting—covering requirements, integrations, testing, cutover, and hyper care.
• Develop and maintain integrated project plans (requirements, integrations, testing, cutover, and hyper care) aligned to program milestones and peak-season readiness dates.
• Coordinate cross functional execution across customer care operations with Customer Care teams (Success team, Order Management, Customer Service, Warranty, Sales support) and drive parallel workstreams to accelerate outcomes.
• Define resourcing needs and coordinate training/adoption plans for agents and partners (SOPs, knowledge articles, playbooks) to ensure readiness at launch.
• Identify and manage risks, issues, dependencies, and decisions including security/privacy, service continuity, and warranty/customer experience impacts.
• Deliver projects on time and within scope, managing change control and ensuring quality gates are met before release.
• Coordinate testing, cutover, and go-live activities; manage communications and change management to minimize disruption during peak season and major releases.
• Provide clear stakeholder communication and governance updates; set expectations on schedule, scope, risks, and performance against customer care KPIs.
• Maintain project documentation and reporting (plans, RAID logs, decisions, release notes, adoption metrics) and track effort/cost throughout the project lifecycle.
• Partner with business owners to define requirements, acceptance criteria, and operating model (roles, routing rules, escalations); ensure alignment with warranty policies, parts availability, and dealer/distributor processes.
• Plan and execute training, change management, communications, and adoption for agents and partners; update SOPs, knowledge articles, and playbooks; manage post-launch issue triage and continuous improvements.
• Own change control and release readiness; ensure quality gates, security/privacy needs, and service continuity during peak season and major releases.
• Coordinate cross-functional execution across customer care operations, IT/digital, data/analytics, product, warranty, parts, supply chain, and dealer/distributor support; manage vendors/implementation partners as needed.
• Run project governance: executive and operational status reporting, risk management, decision logs, and delivery KPI dashboards (throughput, backlog aging, SLA attainment, defects).
• Manage project financials, vendor contracts/SOWs, and resource capacity; coordinate sprint/release planning where Agile is used.
• Drive outcomes and continuous improvement: reduce contacts per unit, improve self-service containment, increase first-contact resolution, and shorten quote-to-order / case-to-resolution cycle times.

What You Bring to the Table: (Qualifications)

• 7+ years of project management experience delivering customer care, contact center, and/or digital workflow transformation (CRM/case management, portals, knowledge, chat, workflow automation).
• Strong leadership and communication skills; ability to influence stakeholders across Customer Care, IT/Digital, sales/dealer support, warranty/parts, and supply chain) and ability to translate business needs into clear requirements.
• Hands-on experience implementing or enhancing platforms such as CRM/case management, contact center tools, knowledge management, customer portals, chat, workflow automation, and analytics/reporting.
• Clear understanding of customer care operations and metrics (SLA, AHT, ASA, FCR, backlog aging, quality monitoring) and root-cause/problem-solving methods.
• Demonstrated ability to manage multiple workstreams, meet deadlines, and deliver measurable business outcomes using data and customer care KPIs.
• Understanding of Agile Project Management and other Project Management Methodologies Waterfall etc.
• Proficiency with Microsoft Office (Excel/PowerPoint), Teams/SharePoint, Microsoft Project, and process mapping/documentation tools (e.g., Visio or similar)
• Large-scale implementation experience (CRM/contact center/customer portal/ERP integration); project management certification (PMP or equivalent) preferred.
• Ability to work cross-functionally and with business partners; comfortable translating business needs into clear requirements and acceptance criteria.
• Proficiency with PM tools and collaboration suites (Microsoft Project, Excel/PowerPoint, Teams/SharePoint) and comfort working with integrated enterprise systems (ERP/CRM/service, SSO, data pipelines).
• Bachelor’s degree in business, information systems, engineering, or related field (or equivalent experience).

Preferred Qualifications:

• PMP (or equivalent) preferred; Agile/Scrum experience (CSM/PMI-ACP/SAFe) a plus.
• Experience with customer care technology stacks (e.g., Salesforce Service Cloud, Dynamics 365, Zendesk, NICE/Genesys, Five9, ServiceNow, Power Platform) or similar.
• Experience designing integrations between CRM/service platforms and ERP/order management, pricing/configurators, inventory/parts, warranty, and dealer portals.
• Change management experience (training, communications, adoption measurement) and familiarity with customer data privacy/security expectations.

Job Requirements

• Ability to work alternative shifts as needed to support cutovers, go-lives, and peak-season readiness.
• Ability to work extended hours during critical milestones (major releases, cutovers, issue triage/hyper care).
• Ability to work at home/remotely as deemed necessary; occasional on-site presence may be required for key workshops or readiness activities.

Working Conditions/Additional Requirements

• Hybrid/remote eligible depending on business needs; occasional on-site time with customer care operations and project team
• May require extended hours around peak readiness, major releases, cutovers, and go-lives to maintain service continuity.
• Some travel may be required

Why should you come work with Us?

Comprehensive Benefits for you and your family include:

• Medical, dental, and vision insurance
• HSA and FSA plans available
• 401(K) with 50% company match up to 6%
• Paid Time Off – Flexible Paid Time Off (PTO)
• Holidays - 11 Paid, eligible on day one
• Life/ADD Insurance and Short/Long Term Disability insurance with buy up options

Professional Development: Training programs, Tuition Reimbursement, and growth opportunities.

Supportive Environment: A culture rooted in collaboration, integrity, and respect.

Some Important Information for you:

Position Title: Project Manager, Customer Care Digital Transformation

Location: Latham, NY

Employment Type: Hybrid

Status: Full-time

Salary Range: $85,000-$135,000

Our compensation reflects the cost of labor across US geographic markets.  Starting pay for this role will vary based on multiple factors, including location, knowledge, skills, education, and experience. Pay ranges may be modified in the future.

Bonus:  MIB Tier 3, 10% of base pay

 Latham Pool Products is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

 Latham Pool Products is a Drug-Free Workplace Employer. All offers of employment are subject to applicable pre-employment requirements.