Digital Project Coordinator

About the role

Urban Insight is a leading digital agency specializing in creating innovative websites and web applications for organizations that make a difference. We solve complex problems through website and web app strategy, design, and development using open-source content management systems (primarily Drupal and WordPress, and headless architectures). Our clients include some of the most well-known museums, nonprofits, universities, and cultural institutions. Founded in 1998, Urban Insight continues to expand each year.

Responsibilities

• Service Desk & Support Delivery - Own day-to-day coordination, prioritization, and management of work for Support clients and the Service Desk. Keep client websites secure and up-to-date, address enhancement requests, and guide clients through documented planning, quality assurance, and launch processes for updates.
• Client Relationship Management - Serve as a dependable client contact for Support accounts. Proactively communicate ticket status, guide clients through request scoping, and present progress or requirements confidently in check-in meetings.
• Project Management & Execution Support - Shadow Senior Project Managers on large-scale, complex client engagements to learn agency delivery methodologies and project lifecycles, while actively supporting day-to-day execution, including shepherding development tickets, meeting scheduling and summaries, performing QA testing, and managing content entry.
• Process & Delivery Excellence - Manage support schedules, project budgets, and ticket scopes proactively. Participate in internal team and client meetings, evaluate minor technology frameworks or enhancements, and maintain high organization standards for ticket tracking.
• Tool & AI Exploration - Learn and utilize internal PM tools, ticketing systems, and emerging AI tools to improve personal task efficiency and share helpful insights with the project management team.

Qualifications

• Minimum of one year of project management or project coordination experience, preferably at a digital agency in web design and development.
• Demonstrated ability to coordinate and prioritize support requests.
• Proficiency with Drupal and/or WordPress, including content entry, basic configuration, and troubleshooting minor site issues.
• Strong client communication and presentation skills.
• Able to produce concise, clear, professional memos, documentation, and ticket requirements.
• Active use of AI tools in your current workflow to improve project delivery efficiency.
• Bachelor’s degree in a related field or equivalent experience.
• Previous success working remotely.
• Solid understanding of Agile or ticket management practices (Scrum and Kanban processes) is a plus.

Success Metrics

• In your first 3 months:
• - Build full proficiency with Urban Insight’s PM toolset, support workflows, and service desk processes.
• - Take ownership of the active support client queue and establish yourself as a dependable point of contact for client requests.
• - Collaborate with developers to systematically resolve at least one bottleneck in the current service desk queue.
• - Audit the current support tracking process and propose one minor improvement to PM leadership.
• By the end of your first year:
• - Maintain a high level of support client satisfaction, delivering minor website enhancements on time and within budget parameters.
• - Master the ticketing and deployment verification process, ensuring zero post-deployment defects on verified support updates.
• - Manage and prioritize the service desk workload independently with minimal escalation required for routine tickets.
• - Contribute to updating documentation standards for recurring client maintenance tasks.

Career Path

The position offers multiple career paths within Urban Insight. The most likely path for a high-achieving team member is to grow into a Senior Project Manager over time.

Location & Availability

• Work from any location in the United States, available 9am - 5pm in any U.S. time zone.
• Our office is located in sunny Los Angeles, CA. This position is available for fully remote (U.S. and Canada ONLY), partially remote (a few days in the office), or in-person in our L.A. Office.

About Urban Insight

Urban Insight is a Los Angeles-based digital agency with over 30 team members. We work with some of the best-known museums, nonprofits and other institutions, such as LACMA, The Broad, University of Southern California, City of Los Angeles, and the Japanese American National Museum. We’re the top-ranked Web development and Drupal agency in Los Angeles, according to Clutch, an independent analyst. Have a look at what our clients say about us.

Why Work at Urban Insight

• We take on interesting, meaningful projects for appreciative clients
• We offer a flexible working environment - work from anywhere in the United States
• We work with you to create a career path that works for you
• The average employee tenure is ~6 years
• We're stable and growing. We've been in business for ~25 years and continue to grow each year
• We offer a casual and flexible working environment with plenty of opportunities for growth for the right candidate
• We believe in a reasonable life/work balance and enjoy 40-hour work weeks
• We allocate resources and time for training and professional development
• We have weekly events to keep the team connected: Lunch & Learns, Office Hours, and Game Breaks
• There are many more reasons.

Compensation

• We offer a highly competitive salary, which depends on your qualifications and experience. Our salary package includes:
• - $55,000 - $70,000 salary depending on experience
• - Medical, Dental and Vision insurance (95% employer-paid for you)
• - Paid time off (15 days increasing to 20 after four years)
• - Holiday time off (~10 days per year)
• - Company-sponsored 401(k) plan with employer match
• - An annual customized training plan and time to study
• - Performance and compensation reviews annually

To Apply

Please apply on this page. This position is open until filled.