Remote Customer Facing Project Manager

Goals

• Ensure all Customer Facing teams are executing their projects on time and with impeccable quality

Responsibilities

• Oversee customer facing projects related to all new and existing PBSCO products for the following departments:
  • Customer Experience (Support)
  • Customer Success
  • Sales
  • Marketing - internal and external partners
  • Content - including our internal team and external partners
• Manage these projects and team members by:
  • Maintaining and refining our project management tool for these teams
  • Facilitate necessary meetings on these projects: take notes, lead meeting, record action items
  • Attend relevant department meetings to ensure alignment on projects within team's day-to-day roles
  • Using team capacities, you would be responsible for determining timelines and realistic deadlines for each team member and project
• Primary Liaison for Product Related Projects
  • Main point of contact to communicate with all relevant Directors on team member progress within each department
  • Main point of contact to communicate on the Product Launch progress and needs
• Oversee all relevant SOPs and workflows for supporting and launching Products
  • Create & update workflows and SOPs when needed
  • Regular review of team members utilizing SOPs and addressing as needed
  • Ensure the team adheres to all Product related SOPs laid out by Dev and Product Teams
• Track & Manage Project Based Metrics
  • Use & manage metric systems within our dedicated project management tools
  • Be familiar with typical project management metrics and how to use them for forecasting
• Maintaining Product Support for Customer Facing Teams
  • Managing the needs of updating KBAs, website pages, workflows, FAQs — assigning these tasks and managing

• Most importantly, you MUST be kind, respectful, and thoughtful. Strong opinions are very welcome. Jerks are not.
• Project management
• Project management applications
• Communicating with our fully distributed teams with excellent skill and care
• Strong familiarity with standard project management workflows and SOPs
• Proven creativity to meet deadlines despite all odds being against you