CRM Project Manager

United Parcel Service of America, Inc. • $95K — $115K *
Atlanta, GA 30349In-Person
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Information Systems, Project Management, or a related field.
  • 7+ years of experience leading enterprise technology or CRM projects.
  • Experience managing cross-functional projects involving business and IT.
  • Working knowledge of Salesforce or a comparable enterprise CRM platform.
  • Strong understanding of project management methodologies, including Agile and Waterfall.
  • Excellent communication and stakeholder management skills.
  • Proven ability to manage multiple initiatives in a fast-paced environment.

Responsibilities

  • Lead the planning and execution of CRM initiatives and strategic projects.
  • Develop and maintain detailed project plans and resource forecasts.
  • Coordinate multiple concurrent projects and manage competing priorities.
  • Serve as the primary liaison between stakeholders and IT delivery teams.
  • Facilitate regular project meetings and status reviews.
  • Manage project scope, schedules, budgets, and risks.
  • Coordinate CRM release schedules and ensure business readiness activities.

Benefits

  • Professional development opportunities
  • Flexible work arrangements
  • Collaborative and innovative work environment
  • Supportive leadership committed to project success
  • Access to advanced CRM tools and technologies
Full Job Description
Job Description:

The CRM Project Manager is responsible for leading the successful planning, coordination, and execution of CRM initiatives that support the organization's sales, marketing, and customer engagement strategies. This role serves as the operational leader for the CRM project portfolio, ensuring initiatives are delivered on time, within scope, budget and aligned with business priorities.

Working across Business Operations, IT, Sales, Marketing, and Executive Leadership, the CRM Project Manager coordinates the end-to-end delivery lifecycle-from idea intake and planning through deployment and business readiness. The role acts as the central point of coordination between business stakeholders and technical teams, driving transparency, accountability, and proactive risk management.

The ideal candidate combines strong project management expertise with a solid understanding of CRM platforms (preferably Salesforce), Agile delivery methodologies, and business process transformation.

Key Responsibilities

Project & Portfolio Management
  • Lead the planning and execution of CRM initiatives, enhancements, and strategic projects from initiation through deployment.
  • Develop and maintain detailed project plans, timelines, milestones, and resource forecasts.
  • Coordinate multiple concurrent projects and balance competing priorities across the CRM portfolio.
  • Ensure alignment between project objectives, business strategy, and available resources.


Cross-Functional Coordination
  • Serve as the primary liaison between business stakeholders and IT delivery teams throughout the project lifecycle.
  • Facilitate regular project meetings, status reviews, and working sessions.
  • Coordinate activities across CRM Business Analysts, Change Management, End User Support, developers, and external partners.
  • Ensure all project teams remain aligned on scope, dependencies, deliverables, and timelines.


Delivery Governance & Execution
  • Manage project scope, schedules, budgets, risks, assumptions, and dependencies.
  • Establish and maintain project governance artifacts, including project charters, RAID logs, status reports, and executive dashboards.
  • Monitor project health and proactively identify and mitigate risks or roadblocks.
  • Drive issue resolution and escalate critical concerns to leadership when appropriate.


Release Planning & Business Readiness
  • Coordinate CRM release schedules in partnership with Product Management and IT.
  • Ensure all business readiness activities are completed prior to deployment, including requirements validation, user acceptance testing (UAT), communications, and support planning.
  • Partner with the Change Management & Adoption team to ensure successful rollout and user adoption of new capabilities.
  • Support post-implementation reviews and lessons learned sessions.


Stakeholder & Executive Communication
  • Provide regular project status updates to business sponsors, senior leadership, and executive stakeholders.
  • Prepare executive presentations, project scorecards, and portfolio summaries.
  • Manage stakeholder expectations through clear, proactive communication regarding scope, timelines, risks, and dependencies.
  • Build strong relationships across all levels of the CRM community, including IT, business leaders, and end users.


Agile Delivery & Continuous Improvement
  • Support Agile and hybrid project delivery methodologies by facilitating sprint planning, backlog grooming, and release planning activities where appropriate.
  • Promote project management best practices, governance standards, and continuous process improvement.
  • Identify opportunities to streamline delivery processes and improve collaboration across business and technology teams.
  • Contribute to the evolution of the CRM operating model by recommending improvements based on project outcomes and stakeholder feedback.


Qualifications

Required
  • Bachelor's degree in Business, Information Systems, Project Management, or a related field.
  • 7+ years of experience leading enterprise technology or CRM projects.
  • Experience managing cross-functional projects involving both business and IT organizations.
  • Working knowledge of Salesforce or a comparable enterprise CRM platform.
  • Strong understanding of project management methodologies, including Agile, Scrum, Waterfall, or hybrid approaches.
  • Excellent communication, facilitation, and stakeholder management skills.
  • Proven ability to manage multiple initiatives and competing priorities in a fast-paced environment.

Preferred
  • Project Management Professional (PMP), Certified Scrum Master (CSM), or equivalent certification.
  • Experience supporting large, global sales or revenue operations organizations.
  • Experience with CRM transformation, process redesign, or digital transformation initiatives.
  • Familiarity with change management and organizational readiness practices.


Success Measures

Project Delivery
  • Percentage of projects delivered on time and within scope.
  • Achievement of key project milestones and business objectives.
  • Effective management of project risks and issue resolution.

Stakeholder Satisfaction
  • Business partner satisfaction scores.
  • Executive confidence and transparency in project reporting.
  • Positive feedback from IT and business stakeholders.

Operational Excellence
  • Improved predictability and consistency of CRM project delivery.
  • Effective management of project portfolio priorities and dependencies.
  • Successful coordination of release readiness and deployment activities.

Business Impact
  • Timely delivery of CRM capabilities that improve user productivity and business outcomes.
  • Increased collaboration between business and IT teams.
  • Continuous improvement of CRM delivery processes and operating model.


Employee Type:
Permanent

About United Parcel Service of America, Inc.

United Parcel Service of America, Inc. Careers

There has never been a better time to join the global team at United Parcel Service of America, Inc. (UPS)—a leader in logistics and package delivery services.

Work You’ll Do

Join UPS’s industry-leading team to help drive innovation and operational excellence across one of the world’s most essential service networks. Transform logistics and global commerce with the best minds at UPS, leveraging cutting-edge technology and deep industry expertise. Lead from a unique position in the marketplace, at the intersection of technology, operational excellence, and customer service. Work with a global team of business and logistics experts to help clients and communities achieve their business goals and meet delivery needs. Collaborate with a dedicated team of over 480,000 professionals worldwide, making UPS not just the biggest, but also one of the most trusted names in the industry.

Introducing the UPS Professional Growth and Development Program

The program is designed to foster leadership and professional skills, helping employees master their career paths within UPS.

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Join one of the largest and most respected logistics networks in the world—480,000+ dedicated professionals at the intersection of technology, service, and innovation.

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Deliver targeted solutions through a depth and breadth of logistics experience and innovation that’s second to none.

Be Part of a Great Team

Engage in a wide range of job opportunities utilizing UPS technology and harness the unparalleled capabilities, global scale, and comprehensive logistics strategy.

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Advance your career with limitless opportunities supported by unmatched training, development, and certification programs.

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Discover how UPS is moving towards smarter logistics solutions: [With Advanced Tracking Systems] UPS enhances package tracking capabilities, ensuring timely deliveries and customer satisfaction. Logistics management solutions position UPS as a leader in global commerce, providing robust tools essential for modern logistics needs.

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UPS’s commitment to diversity, equity, and inclusion is integral to building a stronger, more creative team that reflects the global communities it serves. Through diversity training and leadership development, UPS fosters an inclusive environment where all employees can thrive.

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Transportation
* Ladders Estimates

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