Customer Implementation Manager Jobs in Wilbraham, MA

Job Title: Customer Service Project ManagerJob Description
The Customer Service Project Manager plans, coordinates, and executes customer service-focused projects across the organization. This role oversees system enhancements, process improvements, operational initiatives, and integration activities related to acquisitions, ensuring that all projects are delivered on time, within scope, and aligned with customer service operational needs. The position serves as a primary liaison between Customer Service, Operations, IT, and business stakeholders, driving effective communication and collaboration throughout the project lifecycle.
Responsibilities

• Manage projects related to customer service systems, tools, workflows, and operational improvements from initiation through completion.
• Develop and maintain detailed project plans, timelines, milestones, and deliverables to ensure successful execution.
• Track project status, risks, issues, dependencies, and action items, escalating concerns when necessary to keep projects on track.
• Support user acceptance testing (UAT), including coordination of testing activities and documentation of defects, enhancements, and project updates.
• Coordinate customer service activities related to acquisitions, system transitions, and service expansions to ensure smooth implementation.
• Ensure operational readiness for system implementations, including training plans, workflow updates, and alignment of customer service processes.
• Document transition plans, risks, action items, and post-implementation activities to support sustainable change and continuous improvement.
• Serve as the primary point of contact for customer service project coordination, maintaining clear communication with all stakeholders.
• Facilitate project meetings, including preparation of agendas, leading discussions, and capturing decisions and next steps.
• Provide regular stakeholder communications and status reporting to keep leadership and cross-functional teams informed.
• Partner with technical and operational teams to translate business requirements into effective solutions and system enhancements.
• Maintain comprehensive project documentation throughout the project lifecycle, ensuring accuracy and accessibility.
• Participate in post-implementation reviews to evaluate project outcomes and identify opportunities for process enhancements.
• Ensure project outcomes support broader business goals and uphold customer service standards.
• Contribute to continuous improvement initiatives by recommending changes to workflows, systems, and processes based on project learnings.

Essential Skills

• 2-4 years of project coordination or project management experience, preferably in customer service, operations, or contact center environments.
• Proven ability to manage multiple projects, timelines, milestones, and deliverables simultaneously.
• Experience tracking project risks, dependencies, action items, and status, and escalating issues appropriately.
• Strong communication and collaboration skills, with experience working across Operations, Customer Service, IT, and business stakeholders.
• Ability to facilitate meetings, provide clear status updates, and drive project execution to completion.
• Experience supporting operational, systems, workflow, contact center, or customer service initiatives.
• Exposure to user acceptance testing (UAT), system implementations, process improvements, or integrations.
• Familiarity with project management tools and methodologies.
• Strong organizational skills with attention to detail in planning, documentation, and follow-through.
• Effective problem-solving skills with the ability to identify issues, analyze options, and recommend solutions.
• Solid risk-management capabilities, including recognizing potential challenges and developing mitigation plans.
• Ability to succeed in a fast-paced and evolving environment, adapting to changing priorities and requirements.
• High school diploma or equivalent.

Additional Skills & Qualifications

• Experience with data entry, customer service, and administrative support in a professional setting.
• Background in contact center or customer service operations, supporting system or workflow changes.
• Comfort working with project documentation, including transition plans, training materials, and post-implementation reports.
• Interest in continuous improvement and willingness to contribute ideas that enhance customer service processes.
• Motivation to grow within an organization that offers long-term career development opportunities.
• Ability to build strong working relationships across technical and non-technical teams.

Work Environment
This is an on-site position with standard working hours from 8:00 a.m. to 5:00 p.m. The role operates in a fast-paced, evolving environment where collaboration with Customer Service, Operations, IT, and other business teams is part of the daily routine. You will work with project management tools and documentation systems to plan and track initiatives, support system implementations, and coordinate UAT activities. The culture emphasizes growth, continuous improvement, and the opportunity to build a long-term career within the organization, particularly as this is a new role within the customer service function.
Job Type & Location
This is a Contract to Hire position based out of Enfield, CT.
Pay and Benefits
The pay range for this position is $26.00 - $32.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Enfield,CT.
Application Deadline
This position is anticipated to close on Sep 4, 2026.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.