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Project Operations Manager

4 months ago

Alpharetta, United States Intradiem Full time
Job DescriptionJob Description

Intradiem's intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation.

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a "problem-out" approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a "people-first" approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

  • Servant's Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
  • Craftsman's Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn't do the trick).
  • Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

Job Title: Project Operations Manager

Location: Remote/Virtual

Reports To: Sr. Manager, Customer Enablement

What Need Can You Fill?

We are seeking an exceptionally motivated and detail-oriented Project Operations Manager to join our forward-thinking team. This pivotal role requires a candidate who is not only adept at managing the operational aspects of our project management office (PMO) but who also embodies a deep passion for driving success and efficiency in every project engagement. The ideal candidate will have a proven track record of excelling beyond standard expectations, a keen desire to continually learn and adapt, and the drive to grow with the company long-term. Your mission will be to champion the pursuit of excellence across all PMO activities, fostering an environment that thrives on innovation and exceptional service delivery. If you thrive in a dynamic, fast-paced environment and are committed to building a career that makes a difference, we invite you to apply.

What Will You Be Doing?

  • SOW and Contract Management: Meticulously draft, manage, and explain all aspects of Statements of Work, orchestrating the lifecycle from quotation to signature with unparalleled precision and efficiency. Handle contract amendments, manage change orders, and navigate complex negotiations with ease.
  • Sales and Professional Services Collaboration: Form strong, trust-based relationships with the Sales team, acting as a trusted advisor and expert on Professional Services throughout the sales cycle. Ensure seamless integration of sales and project management efforts to optimize client engagement and project success.
  • Client Engagement: Actively participate in client calls, adeptly explaining SOW details and fielding questions regarding service delivery. Use negotiation and conflict management skills to address and resolve client concerns effectively.
  • Pricing and Financial Oversight: Understand and manage the price book, track custom pricing requests, and make informed decisions on custom pricing issues. Oversee financial aspects of projects, including pricing, invoicing, and milestones, ensuring profitable and accurate financial management.
  • Legal and Compliance: Work closely with legal teams to manage the redline process and ensure all contracts are signed and compliant with company and legal standards.
  • Strategic Initiatives and Partner Management: Engage in strategic initiatives that go beyond routine project management, including handling complex partner deals and ensuring alignment with broader business goals.
  • Autonomy and Proactivity: Operate with a high degree of autonomy, proactively identifying and addressing issues before they arise, and continuously seeking ways to improve processes and outcomes.

What Will You Need To Succeed?

  • Bachelor's degree in Business or a related field.
  • At least 2 years of PMO experience.
  • At least 2 years of experience drafting SOWs
  • At least 2 years of Platform Management experience
  • Project Management Knowledge: Hold a comprehensive understanding of project management principles, with a proven ability to manage multiple projects with a keen eye for detail and a penchant for meeting tight deadlines.
  • Analytical Prowess: Exhibit a robust ability to analyze complex data, discern trends, and execute decisions that enhance project and operational outcomes.
  • Communication Mastery: Demonstrate outstanding communication skills, with the ability to convey complex information clearly and persuasively to all levels of stakeholders.
  • Organizational Mastery: Possess exceptional organizational skills, with a systematic approach to prioritization and task management in a high-energy environment.
  • Technical Proficiency: Show adeptness with PMO software tools and a high level of proficiency in MS Office and Salesforce to support analysis and reporting.

*Must be able to travel 3-4 times a year for onsite team meetings*

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.