Goal
The goal of the Project Manager is to set expectations, allocate resources, push progress, and lead communication for projects, client requests, and open tasks in order to achieve successful delivery.
Purpose
The purpose of the Project Manager is to facilitate resources and cooperation between teams for the ultimate success of client’s projects and overall account health. The Project Manager sets and manages expectations for the client and internal teams to deliver high quality service and achieve frictionless commerce.
Job Duties and Responsibilities
1. Develop and manage project plans for successful completion of projects in coordination with CSM and clients.
2. Coordinate internal/external stakeholders and resources for timely completion of tasks and milestones.
3. Set deadlines, assign tasks (internal and client stakeholders), and monitor progress of projects and other deliverables.
4. Track written approvals & sign-off of LOEs, design/requirements, and acknowledgements (or ensure the Project Coordinator is doing so if applicable).
5. Escalate delays, risks, and issues internally as needed (Support issues, project delays, etc.).
6. Track project budget and time spent (through Project Coordinator if applicable).
7. Report on project status and closure to Operations Director.
8. Coordinate priorities of internal team for projects and other open requests.
9. Work with clients and Service Team to develop rollout/go-live plans.
The Project Manager’s first escalation point is to the Client Success Manager if a project or task is appearing to fall behind schedule. The PM can also use their judgement and has the right to escalate to Operations Director, Technical Director, VP Operations, another applicable VP, and/or the CEO as they see warranted to get assistance when needed.
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