Virtual Operations Project Manager

Freddie Mac; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

SecureSpace Management LLC seeks a Virtual Operations Project Manager to lead projects in a dynamic remote environment. Key responsibilities include managing project roadmaps, optimizing customer service processes, and evaluating new technologies for operational growth. The ideal candidate possesses strong project management skills and a Bachelor's degree, with a focus on innovation in the customer success domain.

Qualifications

• Bachelor's Degree in Business or related field required.
• At least three years of experience in operations required.
• Project management experience required.

Responsibilities

• Develop, maintain, and prioritize project roadmaps from inception to completion.
• Oversee end-to-end contact center workflows and configurations.
• Collect and analyze data to inform decisions on staffing and overall operational improvements.

Skills

Project management

Communication

Collaboration

Problem-solving

Tech savvy

Self-motivation

Organizational skills

Education

Bachelor's Degree in Business or related field

Tools

Wrike

Google Sheets

Excel

Tableau

Looker Studio

Slack

Outlook

Zoom

Job description

SecureSpace Management LLC, a nationwide provider of top-tier storage solutions, seeks an innovative Virtual Operations Project Manager (VOPM) to join our dynamic team.

Objective:

The Virtual Operations Project Manager will work with the Director of Virtual Operations to leverage cutting-edge technology, develop strategies from the ground up, and scale effective solutions for our fast-paced customer success call center.

Responsibilities:

Project Creation & Prioritization

• Develop, maintain, and prioritize project roadmaps from inception to completion, collaborating directly with the Director of Virtual Operations and other departmental leaders.
• Utilize established project management methodologies (e.g., Agile, Scrum, or other) to drive timely, on-budget project deliveries and manage dependencies.

Collaboration & Stakeholder Engagement

• Serve as the primary liaison for the Virtual Operations department, working closely with Customer Success, Customer Resolution, Operations, Development, Marketing, and external vendors.
• Coordinate cross-functional initiatives to enhance the customer experience while aligning with strategic objectives.

Call Center & Process Optimization

• Oversee end-to-end contact center workflows and configurations (e.g., phone routing, IVR/ACD systems) to ensure best-in-class, in-house service.
• Continuously refine and improve existing processes to support rapid growth, enhance efficiency, and drive customersatisfaction.

Technology Evaluation & Integration

• Research, recommend, and implement new technologies-especially AI and CX solutions-to optimize customer interactions and operational outcomes.
• Manage existing software licenses and vendor relationships; oversee integrations with external platforms and tools.

Data Tracking & Reporting

• Collect and analyze data to inform decisions on staffing, scheduling, AI adoption, and overall operational improvements.
• Proficiency in Google Sheets, Excel, Tableau, Looker Studio, or similar analytics tools is strongly preferred.

Strategic Planning & Growth

• Partner with the Director of Virtual Operations to forecast future needs and develop long-term strategies for scaling to additional facilities, staff, and service lines.
• Collaborate with leadership to launch new operational initiatives related to AI, CX, and customer engagement as the company grows.

Remote Work & Leadership

• Embrace a fully remote work environment, maintaining high levels of productivity, communication, and accountability.
• Operate as a team of two within Virtual Operations (yourself and the Director), taking full ownership of project execution.

Other Functions:

• Must be able to work extended hours and weekends as needed
• Other duties as assigned

Skills and Experience:

• Bachelor's Degree in Business or related field required.
• At least three years of experience in operations required.
• Project management experience required.
• Tech savvy with demonstrated experience with AI applications, contact center infrastructures, CRM tools, and general process improvement.
• Familiarity with project management software (e.g., Wrike), collaboration tools (Slack, Outlook, Zoom), and analytics platforms (Google Sheets, Excel, Tableau, Looker Studio).
• Excellent communication and collaboration skills, with a proven ability to work effectively with cross-functional teams.
• Entrepreneurial mindset; thrives on developing innovative strategies and solutions from the ground up.
• Ability to excel in a fully remote setting, demonstrating self-motivation, time management, and organizational skills.
• Exceptional problem-solving skills.

Salary:$65,000 - $85,000 per year

SecureSpace Management LLC is committed to providing equal employment opportunities to all employees and applicants. We strictly prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all employment practices, including but not limited to recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SecureSpace Management LLC complies with all applicable disability laws and is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to participate in the application or interview process, perform essential job functions, or access other employment-related benefits, please contact Human Resources.