Project Manager, Customer Support Tools

Jobtailor; Stamford (CT); On-site; USD 110,000 - 150,000; Full time

Job summary

Jobtailor is seeking an experienced Project Manager to lead end-to-end management for a customer-facing service activation platform. You will develop plans, manage risks, and report to executives while coordinating across business, technology, and operations teams.

Responsibilities include governance facilitation, milestone tracking, and collaboration with Product, Engineering, Architecture, and Operations to deploy software solutions and ensure post-launch adoption.

Qualifications

• 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.

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.
• Coordinate multiple workstreams across business, technology, and operational teams to ensure alignment.
• Facilitate governance meetings and drive issue resolution across stakeholders.
• Track milestones, deliverables, and KPIs to ensure successful outcomes.
• Partner with Product, Engineering, Architecture, and Operations to support 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.
• Support roadmap planning and prioritization discussions with product and business leadership.
• Lead efforts to establish and operationalize support processes, escalation paths, and organizational structures.

Skills

Project management

Cross-functional leadership

Stakeholder management

Agile/Waterfall hybrid

Communication

Education

Bachelor's degree

Tools

PMP Certification

Agile/Scrum

Job description

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.
• 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.
• 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.
• Support go-to-market initiatives and customer adoption strategies related to the platform.
• Collaborate with business stakeholders to identify opportunities for process improvement, automation, and growth.
• Assist with communication plans, stakeholder engagement, and change management activities.
• Monitor customer adoption metrics and recommend improvements to increase utilization and customer satisfaction.
• 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.