International Readiness Project Coordinator

Vaco by Highspring; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

Highspring LLC (d/b/a Vaco by Highspring) seeks an International Readiness Project Coordinator/Manager in Austin, TX to drive CS readiness for global expansion. You will coordinate across CS, Product, Engineering, Operations, and Legal to scope regional requirements, localize content, stand up tools, and prepare OEM partners for launch.

The role builds and runs an operational playbook with clear tasks and owners, and reports status weekly.

Qualifications

• 5+ years of project or program coordination/management experience.
• Familiarity with customer service/support operations.
• Proven experience working cross-functionally with Product, Engineering, and business stakeholders such as Legal or Operations.
• Working knowledge of Jira or other project management tools.
• Strong meeting facilitation skills.
• Experience launching new products or initiatives at scale, globally.
• Experience creating playbooks for launching in new regions - outlining activities, dependencies, and owners.
• Skilled at stakeholder interviews and building workback schedules to derive a project plan.
• Track record of weekly status reporting, including blockers and risks.

Responsibilities

• Region Feature Scoping & Localization: Scope region-specific features with Viewer Product; localize knowledge base and Support FAQ content.
• Tools & Systems Partnership: Partner on the support site and CS tools including Salesforce, ContentStack, Shelf, and Amazon Connect.
• Operations Coordination: Align CS Operations on the support site model, advisor training, workflows, and metrics.
• Legal & Compliance: Define country-specific support model requirements with Legal, including channels and hours.
• OEM Partner Support: Onboard OEM TV Partner CS, train agents and provide post-launch escalation support.
• Operational Playbook & Governance: Build the regional launch playbook with tasks, ownership, and risk tracking.

Skills

Project management

Cross-functional collaboration

Stakeholder interviews

Facilitation

Executive communication

Tools

Jira

Salesforce

ContentStack

Shelf

Amazon Connect

Job description

International Readiness Project Coordinator/Manager

Job Description

Location: Austin, TX

Overview

This role owns and drives the Customer Support (CS) readiness plan for our client, a leading global technology company's international expansion. The International Readiness Project Manager will coordinate across Customer Support, Product, Engineering, Operations, and Legal to scope regional requirements, localize support content, stand up support tooling, and prepare OEM TV partners and advisors for launch. The role is accountable for building and running an operational readiness playbook - with clearly defined tasks, dependencies, and owners - and for reporting status, risks, and blockers on a weekly basis.

This position is in-office at our North Austin location.

Responsibilities

• Region Feature Scoping & Localization: Scope region-specific features with Viewer Product; coordinate localization of knowledge base and Support FAQ content.
• Tools & Systems Partnership: Partner with CS Product Management, Customer Care Engineering, and Content Developer team on the support site and CS tools, including Salesforce, ContentStack, Shelf (Internal Knowledge Base) and Amazon Connect.
• Operations Coordination: Work with CS Operations on the support site model, advisor training, process flows, and business metrics reporting.
• Legal & Compliance: Define country-specific support model requirements with Legal, including support channels and hours of operation.
• OEM Partner Support: Support OEM TV Partner CS onboarding, including agent training and post-launch escalation support.
• Operational Playbook & Governance: Build and maintain the launch playbook for each new region - see details below.
  • Stakeholder discovery: Interview stakeholders across Product, Engineering, Operations, and Legal to surface the full set of activities required for launch and to build workback schedules from the target launch date.
  • Project plan: Translate stakeholder input into a project plan with clearly defined tasks, dependencies, and named owners for each activity
  • Visibility & escalation: Establish a reporting cadence and escalation path so blockers and risks are surfaced early, tracked to resolution, and escalated to the right owner when they threaten the timeline
  • Weekly status reporting: Publish a weekly status update covering progress against the plan, upcoming milestones, and any blockers or risks that need attention.

Minimum Qualifications

• 5+ years of project or program coordination/management experience
• Familiarity with customer service/support operations
• Proven experience working cross-functionally with Product, Engineering, and business stakeholders such as Legal or Operations
• Working knowledge of Jira or other project management tools
• Strong meeting facilitation skills
• Experience working with launching new products or initiatives at scale, globally
• Experience creating playbooks for launching in new regions - outlining activities, dependencies, and owners
• Skilled at stakeholder interviews and building workback schedules to derive a project plan
• Track record of weekly status reporting, including proactively calling out blockers and risks

Schedule Requirements

• Monday - Friday, US Business hours

Desired Skills and Experience

• Managing complex, cross-functional projects
• Working with Product & Engineering teams
• Launching products/programs internationally
• Building operational playbooks
• Conducting stakeholder interviews and turning them into actionable project plans
• Managing dependencies and deadlines
• Executive/stakeholder communication and weekly reporting
• Running effective meetings
• Jira or similar project management tools

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact [e-mail].

Privacy Notice

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR and UK GDPR may access our policies here.

AI Usage Notice

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations; and
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).