Customer Care & Social Media Project Manager

The Customer Care and Social Media Project Manager role will lead, manage and drive multiple large, complex and cross functional projects from inception to delivery. The ideal candidate is passionate about our customers, highly motivated and self-directed. The Project Manager will identify opportunities and provide innovative solutions, taking ownership of the projects, processes and initiatives supporting the evolution and advancement of how Publix engages with customers through Customer Care and Social Media. The Project Manager will create and maintain project plans, assign project tasks, and track and report progress against deliverables and expected outcomes. The Project Manager will identify and surface risks for successful execution, manage interdependencies between key resources, and proactively resolve issues to eliminate project delays.

Required Qualifications:

• Associate degree in Communications, Business, Information Technology, Computer Science, Business Administration or other analytical discipline or equivalent experience

Three years of:

• Proven experience in a position managing medium to large cross-functional projects,
• Ability to demonstrate critical and strategic thinking skills, utilizing analytical methodologies
• Working knowledge of customer service philosophies and best practices
• Advance knowledge of Microsoft Office and Excel
• Ability to manage change in small and large groups
• Strong communication skills, which includes exceptional writing and grammatical skills and the ability to communicate concisely and verbally with senior and executive leadership.
• Skilled in exercising sound judgement that supports strong decision-making skills with accurate and trusted recommendations
• Knowledge of the latest technology and the ability to keep up with emerging technologies, possessing the ability to learn quickly and train others
• Ability to influence project team members to complete tasks timely and accurately
• Intermediate knowledge of Microsoft Visio and Power Point
• Working in a position requiring documenting requirements, developing presentation materials, and organizing project activities using the Microsoft Office suite
• One (1) year of experience in a customer facing role such as a call center, working with a customer management system or professionally engaging with customers through social media platforms
• Performing an analytical function involving critical thinking and applying advanced problem-solving methods,
• Ability to manage a fluctuating workload and tight deadlines, prioritizing demands and conflicting priorities as a result of time and resource constraints
• Ability to consistently operate with professional maturity by maintaining confidentiality, working independently and with initiative, demonstrating adaptability and requiring little supervision
• Skilled at fostering relationships with business leaders and project team members to employ a collaborative atmosphere. This includes using open communication practices to avoid conflicts and when conflicts are unavoidable, managing them with professional delicacy
• Ability to prioritize work demands with time and resource constraints and conflicting priorities, being agile respond with the appropriate level of urgency
• Ability to demonstrate strong teamwork, leadership, and collaboration skills
• A willingness to work nights, weekends and holidays as required to meet business needs.
• Skilled in managing all phases of internal and cross-functional projects

Address: 3300 Publix Corporate Parkway