Project Manager, Support
About The Position
The Project Manager leads projects across the Product Support organization from initiation through completion. The role works with Product Support teams, business stakeholders, technical teams, vendors, and leadership to define project requirements, coordinate resources, manage dependencies, and support successful delivery. The ideal candidate is organized and communicates effectively, managing concurrent projects and keeping cross-functional stakeholders aligned on scope, timelines, priorities, risks, and outcomes. The position supports project implementation, stakeholder readiness, and transition to operational ownership. It also identifies opportunities to improve project management processes, communication, visibility, and consistency across Product Support, and leverages generative AI tools and technologies to enhance productivity, creativity, and problem-solving. Other duties may be assigned.
Requirements
- At least 6 years of project management experience leading complex, cross-functional projects from initiation through completion.
- Experience managing multiple concurrent projects in a software, technical support, or product support environment.
- Understanding of support operations, including case workflows, escalations, service delivery, and customer communication.
- Ability to define project scope, requirements, timelines, deliverables, dependencies, and success measures.
- Experience partnering with Support, Product, Development, Operations, and other technical and business teams.
- Ability to manage risks, resolve issues, adapt to changing priorities, and drive accountability without direct authority.
- Strong organizational, stakeholder-management, meeting-facilitation, and executive-communication skills.
- Proficiency with project management and collaboration tools.
- Bachelor’s degree or equivalent experience required.
- Ability to see and communicate, maintain a stationary position, move, and operate computer keyboards or office equipment.
Responsibilities
- Lead multiple cross-functional projects through the full lifecycle, from planning and requirements gathering through implementation and transition to operational teams.
- Partner with stakeholders to define project objectives, scope, requirements, deliverables, timelines, resource needs, and success criteria.
- Develop, maintain, and communicate project plans, schedules, task lists, milestones, and dependencies.
- Coordinate activities, priorities, and resources across Product Support and other business and technical teams.
- Serve as the primary point of contact for project stakeholders and maintain communication, alignment, and accountability.
- Facilitate project meetings, document decisions, assign action items, and follow up on commitments.
- Monitor progress and identify, track, and communicate risks, issues, dependencies, and potential delays.
- Manage and document changes to scope, requirements, timelines, deliverables, and priorities.
- Escalate significant risks, issues, resource constraints, scope changes, and decisions to appropriate leaders.
- Maintain accurate and organized project documentation throughout the project lifecycle.
- Prepare and deliver project status reports, dashboards, and executive-level updates.
- Support project implementation, stakeholder readiness, and transition to ongoing operational ownership.
- Identify opportunities to improve project management processes, communication, visibility, and consistency across Product Support.
- Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
