Full-Time Project Manager Lead

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a Project Manager Lead, you'll play a pivotal role in Olo's Customer Experience Team, helping to guide new and existing restaurant brands as they join the Olo Platform or expand their tech stack. Your work will guide customers through the end-to-end Implementation process from kickoff to launch, managing the relationship throughout the project, and you will collaborate with broader internal project stakeholders to ensure successful outcomes for your assigned customers.

What You'll Do

• Manage a portfolio of projects with varying levels of complexity to ensure successful outcomes.
• Align internal project stakeholders across various departments with customer objectives within project execution.
• Be a champion in navigating change and supporting Implementation team members when new business strategies arise.
• Monitor the full project lifecycle from start to finish.
• Develop complex project plans based on contract scope and schedules.
• Actively participate in resolving key issues presented by customers, project managers, and Implementation team members.
• Provide recommendations on initiatives to improve implementation velocity (collaboration with Olo leadership and the Project Management Team).
• Provide recommendations to Project Management leadership and CX Operations to aid in uncovering gaps in processes or products.
• Demonstrate effective collaboration with cross-functional teams responsible for all stages of implementation projects (including customers and Olo functional representatives) to ensure cohesive communication.
• Engage with customer stakeholders to identify business, process, and other potential project needs.
• Adhere to project scoping and develop relevant project plans.
• Conduct frequent reviews to ensure all project deliverables are progressing to deliver on time.
• Assist customers with the identification and execution of their unique goals
• May be required to conduct work associated with Professional or Managed Services agreements.

What We'll Expect From You

• 5+ years experience as an Account/Project Manager or other related field (SaaS or industry experience preferred).
• 2+ years experience managing Enterprise level accounts.
• Experience working directly with complex accounts at the senior business and IT levels with executive experience in an advisory role.
• Impeccable project management skills and prioritization of competing interests.
• Outstanding ability to thoughtfully assess problems and provide resolutions.
• Preferred experience with Jira, Guru, Rocketlane, Salesforce, and Zendesk.
• Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.
• Ability to travel occasionally, as needed.

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