Project Manager - Customer Experience Operations, Afternoon Shift

The Project Manager manages small-to-medium projects that improve operational workflows and client experience. This role ensures project deliverables are completed on time, aligns with business objectives, and communicates updates to stakeholders. The ideal candidate is proactive, organized, and capable of managing multiple initiatives simultaneously.

On a daily basis, you will

Project Management & Execution

• Lead end-to-end project execution for all initiatives impacting the client experience organization, ensuring timely delivery.
• Define project scope, timelines, and deliverables, aligning with business objectives.
• Develop and maintain project documentation, including roadmaps, status reports, and risk assessments.
• Track and report on key project KPIs, such as milestone adherence, process adoption, and efficiency improvements.

Process Optimization & Operational Efficiency

• Identify and implement process enhancements to improve Client Experience efficiency and customer resolution times.
• Work closely with leadership team to analyze pain points and develop scalable solutions.
• Ensure new processes align with SpotOn’s core values of agility, ownership, and collaboration.

Stakeholder Collaboration & Change Management

• Partner with Client Experience, Product, Engineering teams to drive alignment on project goals.
• Facilitate cross-functional meetings to communicate progress, gather feedback, and address challenges.
• Develop and execute training and communication plans to ensure smooth adoption of process changes.
• Act as a bridge between main stakeholders and internal SpotOn departments.

Risk Management & Continuous Improvement

• Proactively identify project risks and develop mitigation strategies.
• Establish feedback loops to continuously refine processes based on stakeholder input.