Project Manager (Digital Support)

Position Overview

Key Responsibilities

Requirements

Qualifications

Skills

Benefits

• Key Responsibilities

  • Manage day-to-day delivery of 6-8 concurrent digital support projects, from onboarding new engagements through ongoing management of steady-state support.
  • Own overall client relationship management, serving as the primary point of contact for business partners and stakeholders.
  • Analyze support data to identify trends and inform continuous improvement.
  • Develop and lead monthly business reviews with business partners and stakeholders.
  • Identify new scope opportunities and prepare scoping and quoting as needed.
  • Manage project budgets, including quarterly reviews and annual quote refresh and development.
  • Cook up resolution of support complaints and associated communications, including case outliers and escalations.
  • Participate in quarterly PI Planning.
  • Collaborate with a 12-person team to manage risk, new scope, and monthly refresh cycles, ensuring a consistently high-performing support organization.

Education & Experience: Bachelor's degree plus 2-4 years of relevant project management experience, or an equivalent combination of education and experience (4-7 years of total professional experience).

Required Technical Skills: 2+ years of project management experience, with fluency in both Waterfall and Agile methodologies. 1+ year of account management or client relationship management experience. 2+ years of proficiency in Microsoft PowerPoint. Intermediate-level Microsoft Excel skills.

Preferred Qualifications: Previous experience in the support industry. Additional Microsoft Office experience. 2+ years of experience in a contact center environment.

Required Soft Skills: Ability to prioritize work across multiple key initiatives. Excellent planning and organizational skills. Strong problem-solving skills with the ability to recommend effective solutions. Exceptional leadership and networking skills. Proactive, self-starting approach with a high tolerance for stress in a fast-paced environment. Excellent communication skills. Goal-oriented, with a strong ability to meet deadlines. Ability to work independently with minimal direction or supervision.

Benefits: 401(k), Dental insurance, Vision insurance, Disability insurance, Employee assistance program, Health insurance, Health savings account, Life insurance, Paid time off, Paid Holidays.