Project Manager, Customer Operations Team

POSITION SUMMARY

The Customer Operations Project Manager oversees the daily functioning of the Coach Builder Program. This includes managing customer onboarding and offboarding, overseeing gifting and inventory management, event planning and project management, and maintaining lists and forms. Additionally, they play a crucial role in ensuring the scalability and repeatability of systems and processes. 

ESSENTIAL DUTIES & RESPONSIBILITIES

• Lead the day-to-day operations of the Coach Builder Program, including:
  • Calendar management
  • List and form maintenance
  • Inter-departmental initiatives
  • Failed payment processing and other payment related tasks 
  • Supporting event planning and execution
• Plan and execute all community events in partnership with the Director of Customer Operations
• Responsible for inventory ordering, inventory management, and the relationships with our supply center & vendors
• Manage team projects efficiently using ClickUp, ensuring timely progress and meeting all deadlines
• Manage meetings by preparing agendas, note taking, and task tracking 
• Maintain accurate project documentation, including project plans, status reports, system creation, and other relevant materials 
• Implement and maintain quality control processes to ensure an excellent experience for our customers
• Stay informed of industry trends and developments in events and customer success, retention, and engagement
• Other duties as assigned

SKILLS & QUALIFICATIONS

• Ability to prioritize and manage multiple tasks 
• Detail-oriented 
• Strong communication and interpersonal skills 
• Demonstrates a “customer first” mindset 
• Great analytical and problem-solving skills
• Good organizational and prioritization skills
• Evidence of ability to learn on the fly and be adaptable and flexible 
• Learns quickly when facing new problems and is able to execute without needing to be micro-managed

Benefits

• Health care plan (medical, dental & vision)
• Life insurance (basic, voluntary & AD&D)
• Paid time off (vacation, sick & public holidays)
• Family leave (maternity, paternity)
• Hybrid work model
• Training & development opportunities
• Team parties and events
• Bonus opportunities

StoryBrand and Coach Builder Key Characteristics 
Advocate-Minded — We obsess over the success of our customers and always think of ways to help them win.

Relentlessly Optimistic — We have a positive outlook that allows us to achieve audacious goals and persevere through challenges.

Driven — We have a bias towards action and won't stop until we've accomplished our goal of giving every business owner the tools they need to build a profitable business.