Project Delivery Manager (US)

Askable•Chicago, IL

2d•Onsite

About The Position

As a Project Delivery Manager (US), you’re the engine that keeps complex research projects moving smoothly and the calm, helpful first point of contact when clients, researchers, or participants need support. You’ll take the baton from Sales and Customer Success, match the right researcher and participants to the brief, and guide the work from kick off to the final delivery. Along the way, you’ll be hands on with approvals, feasibility checks, live project monitoring, and frontline support for the projects that you own. It’s fast-paced. people-heavy, and full of moving parts. That’s where you thrive. You’ll coordinate timelines, align expectations and keep everyone on the same page - always with an eye on delivering an outstanding experience.

Requirements

2–3+ years in a delivery, customer support, client services, CX, or research ops role.
Excellent communication skills – clear, empathetic, and calm under pressure, across email, live chat, and calls.
Experience juggling many concurrent deliverables – you’re comfortable context‑switching and keeping multiple projects moving at once.
Strong planning and prioritization skills – you love a clear board, a tidy queue, and a good status update.
Customer‑first mindset – you care deeply about client and participant experience and know how to “wow” without over‑promising.
Tech‑savvy and process‑minded – confident using tools like Monday.com (or similar), CRMs, spreadsheets, Slack, and Google Workspace, and keen to improve how we use them.

Nice To Haves

Experience working with researchers, freelance teams, or global stakeholders across time zones.
Familiarity with UX research workflows or participant recruitment platforms.
Comfort experimenting with social media or niche channels to support recruitment.
A healthy appreciation for a well‑named column in a project board.

Responsibilities

Own a portfolio of 20 - 30 live projects at different stages, from brief to insights, making sure scope, milestones, and expectations are clear from day one.
Plan and track work using monday.com (or similar), keeping boards up to date and aligned even when timelines shift
Lead through ambiguity - make smart tradeoffs, bring calm to chaos, and keep quality high when things change mid stream
Run smooth client touch points - kickoffs, check ins, and close outs that leave clients feeling informed, confident, and in good hands.
Manage stakeholders - keep researchers, participants, Sales and Fulfilment aligned, guiding conversations and mediating when needs compete.
Manage quality and risk - build smart checkpoints into your plans, flag risks early, and escalate with crisp context when you need support.
First-in line for your projects - answer questions from clients, researchers, and participants related to projects and studies via live chat and email, resolving issues quickly and clearly.
Approve and set up studies - review new projects, check screeners, incentives quotas, and timelines, and flag risks or ethical concerns before lunch.
Run quick feasibility checks - answer “Can we recruit” questions with clear, data-backed responses, and suggest practical alternatives when needed.
Monitor project health - keep an eye on dashboards, quotas, and show rates; batch campaigns across sources; and step in early if a study is at risk of missing targets.
Support recruitment for hard-to-fill studies - work with Participant Lead to use social media channels (e.g. Meta, Linkedin) where needed to unlock niche audiences
Champion participant care - make sure participants feel respected and safe at every touchpoint, escalating any welfare or conduct concerns immediately
Spot and document patterns – capture recurring issues, edge cases, and fixes so we can improve playbooks, FAQs, and internal guides.
Improve how we deliver – suggest tweaks to workflows, templates, and comms that make the next project smoother for everyone.
Share learnings with the team – surface insights about clients, participants, and processes so we can keep levelling up how we work.