Project Manager, Customer Support Tools

Responsibilities

• Lead end-to-end project management activities for the implementation and enhancement of a customer-facing service activation platform.
• Develop and manage project plans, schedules, risks, dependencies, and executive-level status reporting.
• Cook up and manage project plans, schedules, risks, dependencies, and executive-level status reporting.
• Cook up and manage project plans, schedules, risks, dependencies, and executive-level status reporting.
• Coordinate multiple workstreams simultaneously, ensuring alignment across business, technology, and operational teams.
• Facilitate project governance meetings and drive issue resolution across stakeholders.
• Track milestones, deliverables, and key performance indicators to ensure successful project outcomes.
• Partner with Product, Engineering, Architecture, and Operations teams to support the build, testing, deployment, and adoption of customer-facing software solutions.
• Coordinate requirements gathering, release planning, user acceptance testing, deployment readiness, and post-launch support activities.
• Manage dependencies between technical teams and business stakeholders to ensure successful product implementation.
• Support roadmap planning and prioritization discussions with product and business leadership.
• Lead efforts to establish and operationalize support processes, escalation paths, and organizational structures supporting the platform.
• Cook up and manage project plans, schedules, risks, dependencies, and executive-level status reporting.
• Coordinate the development of support models, workflows, documentation, training materials, and knowledge management resources.
• Partner with customer support, call center, operations, and business teams to ensure readiness for customer inquiries and issue resolution.
• Define and implement processes for handling customer feedback, enhancement requests, and product-related support needs.
• Serve as a liaison between business, technology, operations, customer support, and leadership teams.
• Build strong relationships across organizations to drive collaboration and project success.
• Provide clear communication and reporting to executives, sponsors, and project stakeholders.

Requirements

• 5+ years of Project Management experience leading complex cross-functional initiatives.
• Telecommunications, broadband, cable, or service provider industry experience.
• Experience managing software implementation, deployment, or digital transformation projects.
• Strong understanding of project management methodologies, including Agile, Waterfall, or hybrid approaches.
• Experience coordinating multiple stakeholders across business, technology, and operations organizations.
• Demonstrated ability to manage project schedules, risks, dependencies, and executive communications.
• Strong facilitation, communication, and organizational skills.
• Experience supporting customer-facing software applications or digital platforms preferred.
• Familiarity with product deployment lifecycles, release management, and operational readiness activities.
• Experience establishing or supporting customer support organizations, call center operations, or service delivery teams.
• Knowledge of go-to-market planning, customer adoption programs, and growth initiatives preferred.
• PMP, Agile, Scrum, or related project management certifications preferred.
• Bachelor's degree or equivalent experience.

Pay

Sand Cherry Associates is required by Colorado law to include a reasonable estimate of the compensation range for this role. This compensation range considers a wide range of factors considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and delivery model. This is a long-term consulting engagement with an expected salary rate of $100,000-$120,000.

Schedule

This is a hybrid role that requires 4 days per week in the Stamford, CT office.