Project Manager, Customer Experience Operations

What We Do

CarParts.com is the go-to eCommerce platform for auto care and maintenance.
We provide drivers with quality parts at competitive prices and enable them to schedule appointments with trusted mechanics directly through our website.
Using world-class design principles and the latest technologies, we deliver a fast, intuitive digital experience backed by our company-owned national distribution network.

With over 1,000 employees worldwide, we are scaling rapidly, fueled by our most recent strategic partnership and $35 million investment.
This positions us for the next phase of growth as we continue to empower drivers along their journey.

Our Culture

Summary of the Role

This role sits at the intersection of project management, contact center operations, and innovation for customer experience.
You’ll lead operational and customer experience initiatives within our offshore contact center network—ensuring that projects are delivered on time, within scope, and aligned with performance goals such as CSAT, AHT, and FCR.

Familiarity with AI-driven tools, automation, and analytics is a big plus, as you’ll help integrate technology that enhances agent productivity and customer satisfaction.
You will also support the Vice President of Customer Experience in executing other strategic CX projects and initiatives that improve the overall customer journey.

YOU WILL:

• Lead and manage projects across contact center operations, technology, training, and process improvement.
• Collaborate with cross-functional partners in the Philippines and U.S. to define objectives, timelines, and success metrics.
• Identify and address performance gaps through data-driven insights.
• Track KPIs and ensure initiatives align with business priorities and service excellence goals.
• Support the adoption of AI and automation tools in the contact center environment.
• Partner with and support the VP of Customer Experience on additional CX-related projects, pilots, and process transformations.
• Facilitate meetings, manage stakeholder communications, and maintain detailed project documentation.
• Promote a culture of accountability, agility, and continuous improvement.

YOU MUST HAVE / BE:

• Bachelor’s degree in business, Technology, Operations, or related field (or equivalent experience).
• 5+ years of experience in contact center or customer experience project management.
• Strong understanding of call center KPIs, workforce management, training, and QA.
• Experience managing cross-functional or cross-border projects.
• Proficiency in tools like Jira, Confluence, Smartsheet, Excel, and PowerPoint.
• Knowledge of AI applications in customer service (chatbots, speech analytics, agent assist, etc.) preferred.
• Excellent communication, prioritization, and stakeholder management skills.
• A self-starter who thrives in a fast-paced, evolving environment.
• PMP or Agile certification is a plus.

CarParts.com is an equal-opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Our management is dedicated to ensuring that we fulfill this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the incumbent a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.