Description

Role Summary

The Project Manager (PM) is the team lead for the Professional Services Team, accountable for successful project outcomes and overall team performance. The role stands on two pillars:

1. Project Execution & Quality Control: Coordinating stakeholders to achieve business and technical requirements based on schedules and client expectations.
2. Project Team Leadership: Managing all Professional Services members, ensuring strict adherence to delivery standards, processes, and tools.

The PM is a cross-functional leader who must balance technical knowledge with negotiation, administration, and organization to generate Non-Recurring Revenue (NRR).
Key Responsibilities
1. Project Execution & Quality Control

• Lifecycle & Intake: Manage all projects in the queue and lead the intake process to ensure organized transitions.
• Product & Schedule Tracking: Track delivery dates and maintain the project schedule to meet timeline commitments.
• Methodology & Monitoring: Enforce company-approved project methodologies and monitor task completion to keep projects on time and budget.
• PE Oversight: Conduct regular syncs with Project Engineers (PEs) to monitor time entry quality, accuracy, and adherence to the budget.
• Stakeholder Alignment: Schedule and lead project status meetings; ensure all documentation is completed and verified.
• Course Correction: Manage out-of-scope requests via the "A Phase" process and lead course correction if projects go off track.
• Billing: Complete project billing in conjunction with the Finance Team.

2. Project Team Leadership

• Financial Accountability: Achieve BU Pro Forma targets and PE utilization plans.
• Reporting: Prepare monthly billing projections and weekly backlog reports (billable vs. non-billable).
• Capacity Planning: Allocate team resources optimally to meet departmental demands.
• CSAT Management: Analyze client satisfaction data and incorporate lessons learned into team processes.
• Development: Provide coaching, mentoring, and conduct performance reviews/goal setting for the PS Team.
• Strategic Meetings: Chair weekly Department meetings and attend the Noise Abatement Process (NAP) Team Lead meetings.

Meeting Rhythm

• Daily: Run the PS Team Daily Huddle to sync on performance and project status.
• Internal: Attend New Project KT Meetings and lead PE Sync Ups.
• Leadership: Weekly 1:1 with Operations Manager and Weekly Team Leads Meeting (KPI trends).
• Strategic: Bi-Weekly Standards Committee and Quarterly Company Kickoff/Enrichment events.

Accountability / KPIs

• Utilization: 85% Billing / 100% Effective Utilization.
• Project Volume: Tracking Open, Closed, and Onboarding projects.
• Financial Health: Monitoring Open Over-budget projects and Billable Hours Backlog.
• Quality: CSAT Score and CSAT Response Rate.

Competencies & Qualifications

• Competencies: Technical proficiency, process-driven mindset, robust task management, and strong business acumen.
• Qualifications: Bachelor's degree/tech school degree. Industry certifications (PMP, ITIL) are highly preferred. Proven track record in achieving operational success.

Reporting Structure

• Project Manager (PM) reports directly to the Operations Manager.