Digital Project Manager

Summary

Join Trax as a Signal Based Merchandising (SBM) Project Manager and contribute to the company's strategic growth by creating a standardized process for deploying SBM solutions. This role involves leading project implementation, coordinating internal and external stakeholders, managing customer expectations, and ensuring successful project delivery within agreed-upon timelines and service level agreements (SLAs). You will be responsible for shaping the customer's initial experience with SBM, building their perception of Trax as a reliable partner, and setting the stage for long-term operational success.

Requirements

• 5 - 10 years of Project Management experience
• Background in an operational or customer success-related role is a must
• Experience managing a team, process or roll out for a customer. You must be able to showcase your ability to orient a large group to execute a project, cross-functional goal or program effectively
• Experience navigating all levels of stakeholders - from day to day analysts to senior level executives

Responsibilities

• Create and centralize the first version of an SBM deployment project plan, holding all internal and external stakeholders accountable for quality and on-time delivery across project milestones
• Creatively implement and coordinate a standard operations plan for all new SBM projects across different Shopkick, DMX and Trax teams
• Educate the Customer on SBM processes, simplifying their experience and perception of working with Trax as a partner
• Coordinate issue resolution across functions if/when issues occur
• Oversee the coordination and collaboration of all Shopkick, DMX and Trax service teams to meet project milestones
• Define and track key KPIs to track project health and customer satisfaction
• Create and maintain positive working relationship with the customer, ensuring SBM business stakeholders understand customer must-haves and pain points
• Create playbook for customer operations
• Meet customer project milestones (UAT, go-live etc.) in accordance to aligned upon project plan
• Track and resolve all issues and mitigate risks that present themselves in the projects
• Prioritize and elevate relevant customer issues within Shopkick, DMX and Trax Support teams
• Monitor ongoing performance against KPIs
• Lead project stabilization efforts where necessary (to move project statuses to “green”)

Preferred Qualifications

Prior experience with Image Recognition and crowd-sourced merchandising is highly desirable