About the Role:

As a Project Manager III on the Operations & Transformation team, you will lead complex, cross-functional projects that directly support our Customer Support organizations. You will be responsible for turning strategy into execution across programs that span process, policy, data, and technology.

You will manage a portfolio of initiatives that improve our customer support processes, workflows, systems, tools, and customer experience. This role is highly visible and requires frequent interaction with senior leaders across Operations, Product, Sales, Order Management, Services Finance, and IT.

We are looking for a seasoned, hands-on Senior Project Manager who can operate at both strategic and tactical levels: framing problems, defining success metrics, setting up governance and operating rhythms, and driving successful projects through to measurable results.

What You’ll Do:

Program & Project Leadership

• Own and lead a portfolio of mid- to large-scale, cross-functional projects supporting Tier 1 and Tech Support from discovery, deployment and post-launch measurement.
• Develop and maintain project artifacts including project charters, detailed project plans, action items, risk & mitigation plans, RACI, and weekly status updates that keep stakeholders aligned and accountable.
• Define project scope, objectives, deliverables, critical path, and success metrics in partnership with business stakeholders and functional leaders.
• Manage timelines, budgets, and resources across multiple concurrent projects, proactively addressing variances to keep initiatives on schedule and within budget.

Cross-Functional Collaboration

• Partner closely with leaders in Support & Product to understand operational pain points, define future-state processes, and prioritize initiatives that drive scalability, quality, and profitability.
• Drive end-to-end readiness for new or enhanced services and workflows by coordinating with Product, Sales, Marketing, Partnerships, Order Management, Services, Finance, Customer Success, and IT
• Facilitate effective decision-making through structured governance, clear mitigation planning, data based decision making and concise executive-ready updates.

Execution, Risk & Change Management

• Identify, manage, and mitigate risks, issues, and dependencies across teams and systems; ensure clear owners, due dates, and resolution paths.
• Implement and refine project management frameworks appropriate to each initiative and ensure consistent application of best practices.
• Lead change management for support initiatives and programs, including impact assessments, ROI, business justifications, communications, training and enablement plans, and adoption tracking.
• Ensure supporting project documentation, SOPs, and playbooks are comprehensive, current, and easily consumable by operational teams.

Data, Reporting & Continuous Improvement

• Use tools such as Salesforce, Tableau, and other BI/reporting platforms to size problems, establish baselines, monitor KPIs, and track realized benefits (ie: customer experience, resolution rates, csat scores, etc).
• Provide clear, data-backed status and performance reporting to stakeholders and senior leadership, highlighting progress, risks, and recommended actions.
• Conduct project retrospectives and leverage insights to improve project intake, prioritization, planning, and execution standards across the Services organization.

Leadership & Coaching

• Model best-in-class project management practices and mentor other Project Managers and project leads on methodology, communication, stakeholder management, and risk management.
• Contribute to the evolution of Operations & Transformation standards, templates, tooling, and training to raise delivery quality and consistency across the portfolio.

What We’re Looking For:

• 4+ years of professional experience in project management, with a track record of leading complex, cross-functional initiatives from strategy through execution.
• Demonstrated ability to manage multiple concurrent projects and portfolios, balancing scope, schedule, resources, and quality while delivering against defined success metrics.
• Exceptional organizational and problem-solving abilities, with keen attention to deta
• Strong stakeholder management and communication skills, including experience presenting to and influencing senior leaders and cross-functional partners.
• Deep familiarity with project management methodologies and tools (e.g., Jira, Asana, Smartsheet, Microsoft Project, or similar) and comfort establishing governance, cadences, and working agreements.
• Data-driven mindset with hands-on experience using Salesforce, BI tools (e.g., Tableau, Looker, or similar), and spreadsheets to analyze trends, build dashboards, and support decision-making.
• Proven experience in risk management and mitigation planning, including dependency mapping and contingency planning for multi-team initiatives.
• High degree of ownership, accountability, and follow-through, with the ability to drive clarity in ambiguous environments and keep projects moving forward.
• Project Management Professional (PMP) or equivalent certification required or strong commitment to obtain within a defined timeframe after joining.

Preferred Qualifications

• Experience working in fleet management, telematics, logistics, field service management, or other hardware + software customer support environments.
• Background in process improvement or operational excellence (e.g., Lean, Six Sigma, Kaizen) and comfortable designing and implementing new workflows
• Experience introducing or scaling project portfolio management practices, including intake, prioritization, and capacity planning.