Support Operations Project Manager

About the opportunity:

The Support Operations team is dedicated to empowering the Salsify Support organization to operate with greater productivity and efficiency while delivering exceptional service to our customers, partners, and internal teams. Our mission is to optimize processes, implement impactful solutions, and drive initiatives that enhance both the team's performance and the overall customer experience.

As a Project Manager within Support Operations, you will play a pivotal role in ensuring the successful execution of strategic projects and the seamless management of daily operations. Your efforts will span critical areas across our SupplierXM, ProductXM, Custom Readiness Report, Technical Account Management, and Continuous Engineering groups where your contributions will directly influence the team's success.

In this role, you will collaborate closely with Support leadership, subject matter experts, and cross-functional teams—including R&D, Customer Success, and Sales—to align on priorities, establish clear expectations, and coordinate project activities. Through thoughtful planning, effective communication, and strong teamwork, you will drive projects forward, ensuring milestones are met and delivering measurable outcomes that support the organization's goals.

How you'll make an impact:

• Manage successful completion of Salsify Support projects focused on operational efficiency, cross-functional engagement and collaboration, and of course, delivering best in class support to our customers.
• Manage day to day operational tasks including workforce scheduling and shift management.
• Play an important role working with Support leadership and subject matter experts in preparing the wider Support team for all releases from our R&D teams.
• Ensure all project records and artifacts reflect team goals and project scope, as well as updated progress and status.
• Collaborate with responsible parties to ensure timely completion of tasks and appropriate resourcing is available.
• Develop an understanding of the Salsify product in order to better understand the needs of our customers and our Support team members. 
• Use a streamlined, productive approach with stakeholders to deliver valuable, sustainable outcomes easily integrated into Support ways of working.
• Report on project status to relevant stakeholders, tracking project progress, issues/risks, and mitigation plans.

You'll enjoy this role if you have:

• You have 3+ years of project management experience in visible, problem-solving positions in fast-paced, high-tech companies; SaaS and SaaS Support experience preferred.
• You are able to maintain command over a higher volume of variably-sized projects pivoting throughout your day and balancing your time throughout the week to drive outcomes.
• You demonstrate solid PMO competencies and behaviours, including plan management for project activities/scope/deliverables/timeline/budget, risk/issue/change management, and comfort and alignment in utilizing a Project Management system and other tools as a project’s source of truth.
• You embrace change as the reality of almost all successful project delivery and love proposing solutions to all sorts of challenges. You are a constant risk/issue/change identifier who coordinates multiple teams to reach resolution.
• You foster great relationships with internal teams. You are unafraid to address issues head on, knowing the right way to deliver the message with diplomacy, tact, and positivity so that the team knows you are working in their best interest and toward a common goal.
• You work within established processes and tools to navigate projects through all stages of their lifecycle. You work collaboratively with management to resolve complex change management and escalated team dynamics.
• You are comfortable and energized by spending your day interacting with many different people across multiple levels.
• Project Management Certification preferred.

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