BrandBastion

Project Manager – Community Management, Customer Service

BrandBastion

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI managementreportingquality assuranceperformance metricsoperational documentationworkflow managementrisk managementcapacity planningdata analysisproject management
Soft skills
communicationleadershipcoachingproblem-solvingorganizational skillsaccountabilitycontinuous improvementteam collaborationadaptabilitypresentation skills