Job Description
We foster a high-performance environment where individuals are trusted to make decisions and are expected to act in the best interest of the company. We value creativity, innovation, direct communication, and a relentless pursuit of excellence. We encourage taking smart risks, embracing curiosity, and continuously raising the bar. We look for team members who are self-motivated, highly accountable, thrive in a fast-paced environment, and are passionate about making an impact through their work. Employees are empowered to take ownership of their contributions, collaborate across teams, and adapt as we continue to scale and evolve. Position Overview The Workforce Productivity Project Manager will provide near-term capacity to cover employees on leave and stabilize workload across the team by owning execution-heavy, operational tasks: Launch/change checklists Communications Runbooks, FAQs, training materials Supporting critical initiatives such as CSAT, QSRs, and Portfolio Review so the core team can stay focused on strategic, high-impact work. Supports critical initiatives CSAT-related initiatives QSRs (Quarterly/Quality Service Reviews) Portfolio Review cadence and artifacts Plus ongoing day-to-day responsibilities Responsibilities 2. Operational Execution & • Process Ownership3. Documentation, Enablement & • Communications4. Stakeholder Management & • Reporting Project & • Program Management Lead planning, coordination, and execution of Workforce Productivity projects and workstreams, from scoping through delivery Provide near-term capacity to support team members on leave and stabilize workload across the Workforce Productivity team Create and manage project plans, timelines, and milestones; track progress, risks, and dependencies across multiple workstreams Drive alignment on priorities, scope, and deliverables with the core team and cross-functional partners Maintain organized records of work, templates, and assets to enable reuse and reduce redundancy across the team Own day-to-day execution-heavy, task-based work to reduce operational load for the core team Create, maintain, and execute launch and change checklists to ensure smooth, consistent rollouts Support delivery of key initiatives, including CSAT improvements, QSRs, and Portfolio Review activities and artifacts Continuously improve documentation, checklists, and processes for clarity, consistency, and ease of use Draft, update, and manage runbooks, process documentation, FAQs, and knowledge base content Develop and maintain training materials and assets (decks, job aids, guides) to support change adoption Coordinate and send internal communications related to launches, changes, and process updates Gather inputs from subject matter experts and translate them into clear, usable documentation and assets Partner with cross-functional teams (e.g., Operations, CX/CS, Enablement, Support/Sales) to align on timelines, requirements, and deliverables Pull data from existing dashboards or reports (e.g., CSAT, QSRs, portfolio metrics) and summarize findings for use in reviews and communications Provide regular status updates, risk/issue visibility, and recommendations to the Workforce Productivity leadership and core team Requirements 3–5+ years of experience in project management, program management, business operations, or enablement, preferably in a fast-paced environment Demonstrated success managing multiple concurrent projects with clear timelines, milestones, and stakeholder alignment Proven ability to manage execution-heavy, task-based work and drive initiatives from planning through execution Strong operational execution skills with experience creating and maintaining: Launch/change checklists Runbooks and process documentation FAQs, knowledge base content, and how?to guides Training assets (decks, job aids, quick reference materials) Excellent written and verbal communication skills; able to draft clear, concise internal communications for different audiences Experience working cross-functionally with operations, enablement, and/or customer-facing teams High level of organization, attention to detail, and follow-through; reliably drives tasks and projects to completion with minimal oversight Comfort working with basic metrics and dashboards (e.g., CSAT, QSRs, performance or portfolio metrics) to pull data and summarize insights Strong process thinking: able