Project Manager - Customer Success

Hybrid’s humble beginnings started in 1997 in the back of a print shop designing, selling, and printing tee shirts. Today, Hybrid is a global apparel industry powerhouse in brand and licensing management. Hybrid provides its expertise and fully vertical operations capability – design, merchandising, development, sourcing, production, and distribution – to a broad suite of branded, licensed, generic, and private label partners. Hybrid’s full-service apparel design and manufacturing expertise extends across the apparel category, including knits, woven tops, bottoms, tees, and accessories.

As our organization has evolved, so has our philosophy of doing business. We have made concerted efforts to remove ourselves from the antiquated approach of other apparel manufacturers and doing things differently has been our focus. We are building a company ethos that breeds innovation, collaboration, integrity and excellence in customer service.

What is my role?

As a Project Manager for strategic customer initiatives, you'll play a crucial role in driving customer success through innovative capabilities, like enhanced integrations and drop ship solutions. Your leadership will ensure the successful delivery of high-impact projects that expand customer offerings, deepen partnerships, and contribute to long-term business growth. If you're a strategic thinker with a passion for driving customer satisfaction, improving operational processes, and delivering value, we encourage you to apply.

What You'll Do

• Enhanced Integrations : Lead the planning and execution of projects that integrate customer systems with internal platforms and third-party technologies. Ensure seamless service delivery and improved operational efficiency across teams.
• Value-Added Services : Identify and implement new services that align with customer goals. Work with customers to co-create innovative solutions that enhance their experience, such as custom reporting, analytics, or logistics.
• New Capabilities Development (e.g., Drop Ship) : Manage projects that develop and implement new capabilities, like drop ship solutions, to expand service offerings and meet customer needs. Ensure new capabilities are integrated smoothly into existing systems and workflows.
• Customer Roadmaps : Work directly with customers to develop tailored roadmaps that outline system enhancements, new capabilities, and integrations, ensuring alignment with both current and future needs.
• Strategic Partnering : Serve as the main point of contact for customers, driving the evolution of the program’s value proposition and ensuring alignment with business goals.
• Customer Onboarding & Scaling : Oversee customer onboarding and ensure scalable solutions are in place to support future growth, particularly in areas such as drop ship, integrations, and value-added services.
• Cross-Functional Coordination : Collaborate with internal teams (IT, operations, logistics, etc.) to ensure the smooth execution of customer-centric projects and initiatives.
• Customer Experience Management : Continuously improving customer satisfaction by managing projects that optimize the customer journey, from onboarding to post-delivery support.
• Process & System Changes : Manage project changes based on evolving customer needs, ensuring new systems and processes are integrated effectively.
• Stakeholder Collaboration : Work closely with both customers and internal teams, ensuring clear communication, aligned goals, and efficient issue resolution.
• Performance Tracking : Monitor KPIs and project metrics to ensure goals are met, risks are identified early, and necessary adjustments are made in a timely manner.
• Governance Framework : Establish and maintain clear project governance to ensure transparency, accountability, and alignment across teams and stakeholders.
• Proactive Risk Management : Identify potential project risks early, develop mitigation strategies, and proactively address issues that may impact customer success.
• Escalation & Resolution : Lead the escalation process for any issues that arise, ensuring quick resolutions and minimal disruption to the project or customer satisfaction.
• Customer Onboarding & Scaling : Ensure efficient customer onboarding and the scaling of solutions to meet increasing customer demands, with a focus on innovative capabilities like drop ship.
• Cross-Functional Alignment : Manage and optimize the project pipeline to ensure resources are allocated effectively and initiatives align with broader business goals

What You’ll Need

Preferred Qualifications :

Hybrid Apparel is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.