The Project Manager will own the day-to-day operational delivery of BrandBastion’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
