Customer Insights and Success Project Manager (Hybrid Work Schedule)

See What We're All About

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change...and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat - Apply Today!

Perks

• Parts Town Pride - check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Hybrid work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away - don't worry, we've got you covered.

The Job at a Glance

We are looking for a highly organized and insight-driven project manager to help bring our customer experience strategy to life. This role will work closely with the Sr. Director of Customer Insights & Success to manage and execute key feedback programs, CX initiatives, and journey improvements. The right candidate will be hands-on in building surveys, dashboards, and reports-and skilled at turning insights into clear actions. This role is a great fit for someone who thrives in cross-functional environments and knows how to drive projects forward with precision.

A Typical Day

• Customer Insights & Feedback Execution

• Support the development and execution of customer feedback programs (e.g., NPS, VoC, journey surveys).
• Build and manage surveys, dashboards, and reports to surface key insights.
• Assist in translating qualitative and quantitative feedback into actionable business recommendations.

• Project & Program Support

• Help coordinate and track projects that enhance customer experience, satisfaction, and retention.
• Work with internal partners (Ops, Digital, Sales, Support) to align initiatives and timelines.
• Monitor project KPIs and summarize results for leadership updates.

• Insight Storytelling & Reporting

• Create clear, compelling presentations and reports to communicate insights to stakeholders.
• Support executive-level communications by preparing slides, summaries, and talking points.
• Help ensure customer insights are woven into strategic conversations and planning sessions.

• Stakeholder & Vendor Collaboration

• Partner with internal teams to scale and activate VoC and customer success efforts.
• Engage with external research vendors as needed to support data collection and analysis.
• Provide input and support around survey methodology, dashboard design, and best practices.

• Continuous Learning & Optimization

• Stay current on customer experience and feedback tools, frameworks, and trends.
• Recommend ways to improve survey processes, reporting, or customer engagement touchpoints.
• Help identify opportunities for innovation and increased efficiency within feedback operations.

To Land This Opportunity

• You have a Bachelor's degree in Business, Marketing, Analytics, Human-Centered Design, or a related field
• You have 3+ years in customer success, CX, insights, or project management roles
• You demonstrate experience with survey and feedback platforms such as Qualtrics (preferred), Medallia, CustomerGauge, AskNicely, or similar
• You are skilled in both quantitative and qualitative research methods and data synthesis.
• You obtain strong communication and presentation skills, including experience preparing for senior audiences
• You have familiarity with Salesforce, Power BI, Tableau, or similar tools
• You are detail-oriented, deadline-driven, and passionate about elevating the customer experience.
• You're an all-star communicator and are proficient in English (both written and verbal)
• You have a quality, high speed internet connection at home

About Your Future Team

You're really in for a treat. How do you feel about pop culture? We've got some real enthusiasts on the Digital Marketing team - from Disney and Star Wars to sports and music. If that's you too, you'll be in good company. We like to laugh, so bring your best jokes - you will be tested.

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $81,639.25 - 120, 915.60 which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.