Lead Project/Program Manager (Digital Care)

About this role

Lead Project/Program Manager (Digital Care)

Overview

We’re looking for a Lead Project / Program Manager to drive execution across our Digital Customer Care ecosystem, with a primary focus on chat and social media support channels. This role is designed for an execution‑focused delivery partner who thrives in fast‑moving, frequently changing environments and can keep cross‑functional teams aligned from intake through launch.

You’ll lead well‑defined initiatives that improve how customers engage with us through digital care channels—partnering closely with Operations, Product, Technology, and external platform providers. Success in this role requires strong delivery rigor, adaptability, and the ability to coordinate across peers without formal authority.

This is a hands‑on execution role for a project manager who enjoys managing ambiguity, driving momentum, and ensuring outcomes land as intended.

What You’ll Do

Drive End‑to‑End Delivery
Lead cross‑functional digital care initiatives from intake and planning through execution and launch, ensuring scope, timelines, and outcomes stay on track.

Operate in a Fast‑Changing Environment
Manage projects where priorities, requirements, or dependencies evolve quickly maintaining clarity, momentum, and stakeholder alignment throughout change.

Enable Cross‑Functional Collaboration
Serve as the central point of coordination across Operations, Product, Technology, and external partners to manage dependencies and unblock execution.

Support Digital Customer Care Channels
Deliver initiatives that impact chat and social media support experiences, workflows, and platforms—focused on improving customer experience and operational effectiveness.

Proactively Manage Risks & Dependencies
Identify risks early, surface trade‑offs, and drive resolution to keep delivery moving forward.

Communicate Clearly and Consistently
Provide concise status updates, risks, and recom...