Strategic Customer Operations Project Manager
About The Position
This is a mid-level, hands-on role for a capable professional who can own a portfolio of customer accounts end-to-end. You are the operational owner who makes sure quotes, estimates, proofs, orders, onboarding, and follow-through happen cleanly, accurately, and on time, managing real complexity across many accounts without losing the customer thread. We're looking for someone with relevant experience who can quickly learn our products and internal processes, takes genuine pride in precise, well-run execution, and is ready to grow into a senior role on the team over time. You're joining at a pivotal moment. We're shifting more of our work onto a software-based system, which means much of today's manual execution, estimating, proofing, and order creation, will become automated over time. As that happens, this role evolves toward the highest-value work: customer onboarding and platform enablement, account growth and retention, and the strategic relationship management that technology can't replace. The right person sees that shift as the opportunity it is, and wants to grow with it.
Requirements
- 2+ years in customer success, account management, sales operations, or customer project management, ideally managing multiple accounts at once.
- A professional who moves fast. You thrive in a fast-paced environment, juggle many priorities without dropping details, and follow through without reminders.
- Technical and exceptionally detail-oriented. You're comfortable with specs, pricing, and technical product details, and you catch the small errors others miss.
- Ownership mindset. You're energized by being accountable to customer outcomes, and excited that your incentive is tied directly to the performance and growth of your clients.
- Comfort with ambiguity and AI tools. You're comfortable using AI and new software, learning systems quickly, and solving problems that don't have a playbook yet.
- A hunger to grow. You want to build a career in a fast-moving industry and grow into a senior role as the company and the team evolve.
- Collaboration. A low-ego, team-player approach and strong written and verbal communication.
Nice To Haves
- Experience in manufacturing, packaging, print, or another build-to-order / reorder industry.
- Direct exposure to estimating, quoting, artwork/proofing, or production-handoff workflows.
- Experience adopting or rolling out a new platform or system with customers.
Responsibilities
- A book of accounts, end-to-end. You are the operational owner for your portfolio from quote request through delivery and reorder, accountable for accuracy, timing, and customer outcomes.
- New-customer onboarding. Scope requirements, coordinate samples, estimates, and proofs, manage the first order with care, and set each new customer up for confident repeat business.
- Quote and order execution. Drive quotes and sales orders with precise specs and pricing, partnering closely with our estimating team to keep turnaround fast and accurate.
- Detailed project management. Coordinate artwork, proofing, production handoffs, timelines, and customer updates across many simultaneous orders, catching issues before they become problems.
- Account health, retention, and growth. Keep accounts healthy, maintain a proactive outreach cadence, and surface opportunities to expand each customer's business with us.
- Proactive customer communication. Own clear, timely updates and confident issue resolution, the trusted point of contact your customers rely on.
- Platform onboarding and adoption. Bring customers onto our online ordering platform and help them get real value from it as we roll it out.
- Clean, trustworthy data. Maintain accurate, current records across our CRM and order systems, the backbone of everything we automate next.
Benefits
- Flexible Paid Time Off
- Comprehensive benefits offerings including: Medical (with company-funded HRA), Dental, Vision, Short- and Long-Term Disability Insurance, Life Insurance, Headspace Care Mental Health support...all effective the first day of the month following hire.
- 401(k)
- Ability to make an immediate impact
- Monthly team meetings and frequent social events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
