Job Description
The Project Manager will own the day-to-day operational delivery of BrandBastion’s global social care, product support, and community management program for a large enterprise client. This role is critical to ensuring high-quality, social-first execution across public and private channels, while coordinating closely with internal stakeholders, Customer Success, and distributed global teams.
The Project Manager acts as the operational backbone of complex, high-volume, and high-visibility social programs, ensuring consistency, risk mitigation, quality control, and scalable execution.
Program Ownership & Execution
- 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
Team Leadership
- 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
Risk Management:
- 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
Quality Assurance:
- 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
Change Management:
- 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
Resource & Capacity Management:
- 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
Documentation and Reporting:
- 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
Additional Responsibilities:
- 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
Experience
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
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
