Customer Experience Project Manager

Location: Tulsa, OK - W. 7th St. - Management - Central BSC, Dallas, TX - N Stemmons Freeway - Management - Southwest Region, Denver, CO - Vasquez - Management - Intermountain Region, Houston, TX (HO) - Management

The Customer Experience Project Manager will be a key member of the Central Division Customer Experience team, responsible for leading and coordinating initiatives that improve the Customer Effort Score (CES) across four regions: Southwest (SW), Mid-South (MS), Gulf Coast (GC), and Intermountain (IM). This role is fundamentally about execution and influence. The CX Project Manager will translate CES data into structured improvement initiatives, manage cross-functional workstreams across regional operations and the Business Support Center (BSC), and drive accountability for outcomes in an environment where direct authority is limited and results depend on collaboration and persuasion. The ideal candidate combines project management discipline with analytical fluency, capable of diagnosing CES drivers from data and converting that diagnosis into initiatives that get implemented and deliver measurable score improvement.

Required Qualifications:

• Bachelor's degree in Business Management, Finance, Engineering, or related field.
• Formal project management or process improvement certification is a plus (PMP, Six Sigma Yellow Belt, Green Belt, or equivalent).
• 5+ years in roles leading cross-functional projects or back office operations within a business unit, preferably in distribution or industrial environments.
• 3+ years of demonstrated experience influencing and collaborating with stakeholders across multiple organizational levels without direct authority.
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Suite.
• Experience with SAP ECC, SAP BW, and Power BI or similar reporting platforms.
• Ability to travel up to 50% across the Central Division (SW, MS, GC, IM regions).
• Proven ability to drive results in a matrixed environment where influence and credibility replace formal authority.
• Strong communication and presentation skills, with comfort engaging both operational teams and senior leadership audiences.
• Entrepreneurial and adaptive mindset: comfortable setting structure in ambiguous situations and operating at pace in a fast-moving environment.
• Strong business acumen with expert knowledge of customer service operations in industrial or distribution settings.
• Analytically fluent: able to interpret CES and operational data independently and convert insights into actionable project scopes.

Preferred Qualifications:

• PMP, Six Sigma Yellow Belt, Green Belt, or equivalent certification.
• Experience with Winshuttle or similar process automation tools.