Operations Project Manager (100% Remote)

Our Customer is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, their mission is to unleash the world’s creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, they have more than 12 offices around the world.

We are seeking an Operations Project Manager on a contract basis to own and drive the implementation of a Customer Success Platform into the ecosystem. This role is 100% remote.

You will be well-versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. This role executes implementation documentation and platform configuration to include but not limited to: implementing business and technical requirements, collaborating with cross functional stakeholders to ensure tool is implemented successfully, and tracking success metrics to ensure return on investment (ROI). You will use your Operations Management background to work closely with key constituents across the business to develop a deep level of understanding of the operations, and utilize that knowledge to lead implementation that help achieve strategy, goals and objectives. You will report to the Head of Customer Success and collaborate with the lead Program Manager. The team is highly collaborative in fully virtual environment, not only working closely with each other, but with cross-functional partners to achieve initiatives. You will be working with various roles across the company from individual contributors to senior leadership.



Responsibilities:

• Lead the implementation of a Customer Success Platform into the ecosystem with a focus on delivering operational documentation
• SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
• Develop test plans supporting testing CS tool in the environment
• Manage the ongoing maintainance, process improvements, and tool enablement
• Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
• Proactively manage changes in project scope, identify potential risks and devise contingency plans

• 3+ years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
• Experience working with Salesforce, or other CRM platforms
• Experience working with Customer Success Tools
• Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
• Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
• Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritisation process
• Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
• Excellent listening and persuasion skills along with written and verbal communication
• Ideal candidate must have a passion for creating great customer experiences

• Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
• PMI-ACP, PMP certification or equivalent
• Working experience with JIRA
• Previous experience working/managing projects in Customer Success environment/organization
• Experience working for a SaaS-based organization

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

Please note: In order to to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. At the point of offer, contractors will be required to attest their vaccination status.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.