Sr Project Manager - Customer Care

American Eagle Outfitters   •  

Pittsburgh, PA

Industry: Retail & Consumer Goods


5 - 7 years

Posted 60 days ago

This job is no longer available.

This Project Manager has day-to-day responsibility for managing multiple projects of moderate tohigh complexity from inception to completion, in a transforming agile environment. Our goal is todeliver innovative customer care solutions that are valuable, user-friendly, and enhance the AEO customer experience. Our ideal candidate is highly motivated, has a bias for action and is a demonstrated leader whose management style is founded in collaboration and driving consensus. This role is responsible for coordinating and driving Customer Care projects at AEO, including omni-channel technical solutions, technology and 3rd party vendor selection and engagement, and deployment and success management, in order to drive American Eagle's customer journey.

This role will partner with cross-functional teams including Customer Care, the technology teams and third party vendors to drive the development of new capabilities and processes that further American Eagle Outfitter's position as a leader in fashion and retail.


  • Provide leadership and direction to cross-functional teams by overseeing the progress of projects with regard to time, scope, and quality and budget.
  • Ability to take large, complex projects and break them down into manageable pieces for the team to sequence iterative delivery
  • Apply Agile project management techniques, methods, and tools to ensure project success
  • Partner with outside vendors, companies and startups to network and create relationships that will foster effective communication and delivery.
  • Build effective partnerships with the developers, architects, quality, and product managers.
  • Manage risks, mitigation planning, and drive effective and timely decision making with technology team and stakeholders.


  • Minimum 5+ years in technology and/or project management
  • Minimum 5+ year experience with Customer care solutions and teams.
  • Agile/Scrum Master certification preferred
  • Innovative, entrepreneurial and forward-thinking – inclined to take action.
  • Verified ability to balance multiple priorities and excel in a dynamic and fast paced environment
  • Established ability to effectively collaborate in a highly matrixed organization and gain the trust of others
  • Strong communication skills and proven ability to communicate at all organizational levels
  • Outstanding interpersonal, negotiation, facilitation, problem-solving, and leadership skills
  • Demonstrated passion for project management and proven track record of successfully delivering medium to large scale projects
  • Demonstrated hands-on experience and expertise; understanding of software development, testing, project management methodologies
  • Experience in developing and executing plans, meeting deadlines and operating under tight timeconstraints

American Eagle Outfitters is an Equal Opportunity Employer