Project Manager IV, Service Delivery and Strategy

Service Experts LLC; Richardson (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Service Experts LLC is seeking a Project Manager IV, Service Delivery and Strategy in Richardson, TX. The role leads cross-functional initiatives to improve booking-to-completion performance, identify bottlenecks, and drive operational effectiveness across Contact Center, Dispatch, and Field Operations.

You will analyze the end-to-end customer journey, monitor performance, and present recommendations to leadership to boost service capacity, customer satisfaction, and revenue realization.

Qualifications

• Minimum experience of 6+ years in project management or related roles.
• Bachelor's degree in a relevant field is required.
• Strong analytical and problem-solving abilities are essential.

Responsibilities

• Lead cross-functional initiatives to improve booking-to-completion performance.
• Identify bottlenecks and barriers to job fulfillment.
• Partner with Contact Center, Dispatch and Field Operations to address operational gaps.
• Monitor forecasted demand and fulfillment performance and implement corrective actions.
• Analyze end-to-end customer journey from booking to dispatch to identify inefficiencies.
• Prepare findings and present recommendations to senior leadership.
• Drive continuous improvement to maximize service capacity and customer satisfaction.

Skills

Project management

Stakeholder management

Process improvement

Data analysis

Cross-functional collaboration

Education

Bachelor's Degree

Job description

## Project Manager IV, Service Delivery and StrategyApply: Richardson, Texas: Full time: Posted Today: R102472Welcome!The Project Manager IV, Service Delivery and Strategy leads significant cross-functional initiatives focused on improving booking-to-completion performance, identifying barriers to job fulfillment, and driving operational effectiveness. Serving as a key liaison between Contact Center, Dispatch, and Field Operations, this role identifies and addresses operational bottlenecks, appointment fallout, capacity constraints, and process gaps that impede job fulfillment. Through project leadership, stakeholder collaboration, and continuous improvement efforts, the role drives measurable gains in booking-to-completion rates, service capacity utilization, customer satisfaction, revenue realization, and operational performance across multiple markets and regions.* Lead cross-functional initiatives that improve service delivery performance and increase the successful conversion of customer demand into completed jobs.* Analyze the end-to-end customer journey from booking to dispatch and field execution to identify bottlenecks, process breakdowns, and operational inefficiencies impacting job completion.* Partner with Contact Center, Dispatch, Field Operations and other business stakeholders to identify opportunities and implement solutions that improve operational performance and customer experience.* Partner with operational leadership to monitor forecasted job demand and fulfillment performance, implementing corrective actions across lead generation and operational channels to maintain service capacity and support job booking and completion targets.* Monitor operational performance metrics, workflow trends, appointment fallout, cancellations, reschedules, and uncompleted jobs to identify root causes and improvement opportunities.* Evaluate dispatch workflows, technician capacity, scheduling practices, and appointment management processes to improve fulfillment rates and maximize available service capacity.* Identify operational barriers that prevent scheduled work from being completed and develop recommendations to improve booking-to-completion performance.* Develop and implement best practices that improve coordination between customer-facing and operational teams while creating a more consistent service delivery experience.* Prepare and present findings, recommendations, project updates, and business cases to operational and senior leadership teams.• Minimum Experience: 6+ years• Minimum Education: Bachelor's DegreeEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.