Customer Experience Project Manager

Washington, DC
Jul 01, 2022
Jul 14, 2022
Full Time

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

This Customer Experience Project Manager is a part of our AARP Experience team. The Customer Experience Project Manager plans and implements assigned projects, determines resources needed, tracks budgets, determines scope and execution, tracks progress towards milestones, establishes timelines, and evaluates progress. This position manages project teams to deliver on project goals, establishes project communication plans and ensures internal/external stakeholders are informed regarding project processes and impact. You will also collaborate with management to identify opportunities to streamline processes and develop new procedures that support the business unit/department.


  • Supports and manages multiple projects that contribute to the achievement of organizational priorities and objectives.
  • Responsible for developing, updating and maintaining project management processes, including project charters, creating complex project plans, business requirements, track risks and trade-offs, and helping to develop and implement day-to-day new and evolving business processes.
  • Develops and maintains collaborative relationships with key functional areas within the organization and with external stakeholders.
  • Collaborates with other staff to create, review, assess and implement best practices ensuring continuous improvement.
  • Ensures reporting and analysis are designed, developed and accessible to project team.


  • Bachelor's degree and 8+ years of experience in Project Management.
  • PMP certified preferred.
  • Working knowledge of both Waterfall and Agile Methodologies.
  • Experience working with Systems Architects and other technology teams to develop solutions.
  • Strong organizational and interpersonal skills, and the ability to understand and manage multiple projects at one time.
  • Proven ability to work collaboratively with cross-functional groups to move projects forward.
  • Ability to clearly communicate verbally and in writing at all levels is a requirement.
  • In-office/open office environment with the ability to work effectively surrounded by moderate noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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