Project Manager

The Role

Project Manager

Location: Remote

Trax is seeking a talented Project Manager to join our dedicated, passionate team of technology professionals. We value motivated, savvy, roll-up-the-sleeves type of operators who are not afraid to get into the details, but can also effectively manage all levels of customer conversation. This role is critical to the success of Trax.

The Project Manager will report to the Project Manager Team Lead, and will be responsible for ensuring excellent new project deployments through seamless internal and external coordination, customer expectation management, relationship building, and operational delivery (within agreed upon SLAs and timelines). The PM is the face of Trax operations to our customer and a pivotal piece to long-term customer and project success.

Mission of the Role

Trax aims to be the single point of information for all things in store. We aim to be a reliable, consistent, customer-centric team who delivers the highest quality data and enables our partners to effectively navigate an increasingly complex retail environment.

The role of the PM is a critical to shaping the customer’s first experience with Trax. This builds their perception of our company and their understanding of image recognition as a solution (and all operational components to deliver it successfully). The PM will coordinate all pieces of the delivery routine during the project life cycle and align all internal and external parties in the process. They will set the stage for long-term operational success and excellent ongoing service delivery.

Responsibilities

Leadership and Coordination:

• Create and centralize a deployment project plan, holding all internal and external stakeholders accountable for quality and on-time delivery across project milestones
• Educate the Customer on Trax processes, simplifying their experience and perception of working with Trax as a partner
• Work closely with Support/Product/R&D on release management, proactively communicating service and technology changes to customer (leading UAT with customer before changes occur)
• Similarly, coordinate issue resolution across functions if/when issues occur
• Oversee the coordination and collaboration of all Trax services teams to meet project milestones
• Set up key KPIs to track project health and customer satisfaction
• Share and utilize best practices across other regional Project Managers
• Create and maintain positive working relationship with the customer, ensuring Trax business understands customer must-haves and pain points

Operational Delivery:

• Meet customer project milestones (UAT, go-live etc.) in accordance to aligned upon project plan
• Track and resolve all issues and mitigate risks that present themselves in the project
• Create playbook for “live” customer operations (when the project has deployed)
• Prioritize and elevate relevant customer issues within Trax Support team
• Monitor ongoing performance against KPIs
• Lead project stabilization efforts where necessary (to move project statuses to “green”)

This role is preferably in United States. Open to remote work for the right candidate with the right experience.

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Trax is committed to a diverse, inclusive, and equitable workplace where all team members, whatever their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, or disability, feels valued and respected. We are committed to a nondiscriminatory approach and maintaining an inclusive environment with equitable treatment for all.

• Background in an operational or customer success-related role is a must
• Experience managing a team, process or roll out for a customer. You must be able to showcase your ability to orient a large group to execute a project, cross-functional goal or program effectively.
• Customer-facing experience required (on-site a plus)
• Experience navigating all levels of stakeholders - from day to day analysts to senior level executives.