Project Manager
4 days ago
New York
Our well-known client in the entertainment industry is looking for a Project Manager to join their team on a hybrid basis in NYC, 40 hours per week, 1 year contract with the potential to extend. This person will join the Global Customer Experience (CX) team and will be responsible for supporting CX global launches and supporting broader quality initiatives. This role serves as the point of contact for CX throughout global launches and events, preparation processes, driving cross-team collaboration, and ensuring readiness across CX and partner teams. Working closely with Global CX, Marketing, and Product stakeholders, the specialist will identify opportunities to improve the global support experience and proactively support efforts for existing and future streaming products. Success in this role requires a deep understanding of CX and product operations, strong risk management instincts, and a proactive approach to planning and communication, including anticipating needs, preparing documentation and workbacks, and ensuring CX enablement for every launch to deliver seamless experiences to customers across regions. Responsibilities: -Act as the liaison across CX and cross-functional teams involved in global programs, enabling CX to operate efficiently at scale through process optimization, strategic initiative support, and onboarding of collaboration tools. -Build and maintain strong working relationships with internal teams including Global Customer Support, Product, Engineering, Marketing, Program Management, Legal, Operations, and Corporate Communicationswith potential expansion to external partners. -Support standard CX launch preparation activities, including product releases, regional launches, partner integrations, and promotional campaigns. -Understand the end-to-end customer experience for a launch, with the ability to translate this understanding into support material preparation. This includes what external partners need to know to prepare for a launch to what customers will ask when they experience the launch. -Development and continuous evolution of global CX launch readiness processes, including frameworks, roles and responsibilities across CX pillars, stakeholder engagement models, tooling needs, and performance measurement. -Implement ongoing quality assessment programs to monitor and evaluate customer support agent performance, leveraging live and recorded interactions to ensure accuracy and identify coaching opportunities. -Conduct customer feedback analysis as part of quality assurance efforts, identifying trends and opportunities to improve customer interactions and operational effectiveness. -Monitor and optimize key customer journeys, identifying areas for innovation and improvement from pre-launch through post-launch support. -Collaborate with the Instructional Design team to ensure training materials are current, accurate, and aligned with product updates and customer handling best practices. The Essentials: -Bachelor's degree in business, Analytics, Communications, or a related fieldor demonstrated strength in these disciplines. -1-2 years of experience in Program Management, Project Management, Customer Success, Marketing, or a related field, preferably within a media or entertainment company. -Proven ability to lead and manage multiple concurrent initiatives of varying complexity and priority. -Strong background in customer success, program/project management, marketing/communications, and business/analytical disciplines. -Experience working with global customer support organizations and cross-functional teams across regions. -Demonstrated success owning relationships and leading partnership efforts with external partners and clients. -Strong understanding of agile development, CI/CD pipelines, and release management tools (e.g., Jira, Confluence, Git). -Excellent communication and stakeholder management skills, with the ability to influence and inspire cross-functional teams. -Experience implementing quality assurance programs and analyzing customer feedback to inform operational improvements. -Ability to adapt working hours to meet global business needs, with flexibility to travel as required. In this position, you may have access to client or customer systems, confidential and/or proprietary information or data. This position is onsite and requires you to work closely with other individuals in a collaborative team environment. Benefits Creative Circle's Freelance Employee benefits package includes eligibility for Minimum Essential Coverage (MEC) medical plan, dental/vision/term life package, discount prescription program, critical illness, accident, tele-behavioral health, and 401(k) plan. Sick leave is provided to Candidates whose assignment ___ is in a state or city subject to sick leave laws. A Minimum Value (MV) PPO medical plan, Employee Stock Purchase Plan, and paid holiday eligibility are based on length and dates of service. Email Your Resume In Word To Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply. Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : AS28-1977678 -- in the email subject line for your application to be considered. Alexa Kline - Recruiter, National Delivery For Creative Circle to represent you for this opportunity, you must be currently authorized to work in the United States without the need of employer sponsorship for a non-immigrant visa such as a H-1B, TN, or O visa. We do not support or provide training for STEM/OPT programs. Additionally, you must be physically located in and perform the work for our client in the United States.This is a new role. This job was first posted by Creative Circle on 02/12/2026 and applications will be accepted on an ongoing basis until the position is filled or closed. Creative Circle is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results. Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. 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