Project Manager (Homebased)

Job Description

As a Project Manager you will serve in a critical supporting role to our Implementation and Technical teams. You will keep projects organized and moving forward by managing schedules, tracking tickets, handling customer communications, and ensuring escalations are addressed promptly. The ideal candidate brings at least 5 years of project management experience, thrives in a fast-paced environment, and takes pride in keeping every detail accounted for.

Responsibilities:
Scheduling & Project Coordination

• Manage and maintain team calendars, coordinating daily appointments between customers and technicians to ensure smooth scheduling and resource availability.
• Handle inbound customer calls to schedule and coordinate appointments on a daily basis.
• Track project milestones and ensure all activities are progressing according to schedule.
• Proactively identify scheduling conflicts or bottlenecks and work to resolve them quickly, keeping both customers and technicians aligned.

Ticket Management & Auditing

• Create, update, and track tickets throughout the project lifecycle.
• Conduct regular ticket audits to identify outstanding items, flag aging tickets, and ensure nothing falls through the cracks.
• Maintain accurate and up-to-date records of all project activity within the ticketing system.

Customer Communication

• Serve as a supporting point of contact for customers throughout the project.
• Communicate project status, timelines, and updates to customers in a clear and professional manner.
• Ensure customers feel informed and supported at every stage of their project.

Escalation Handling

• Identify and manage escalations, coordinating with the Support and Customer Success teams to ensure timely resolution.
• Act as a liaison between customers and internal teams to facilitate clear communication and accountability during escalated situations.
• Document escalation outcomes and contribute to process improvement efforts.

  
Qualifications:

• Minimum 5 years of project management experience, preferably within a technology or SaaS environment.
• Strong proficiency in Microsoft Office Suite and CRM or ticketing software.
• Exceptional organizational skills with the ability to manage multiple projects and priorities simultaneously.
• Excellent written and verbal communication skills with a customer-first mindset.
• Proven ability to work cross-functionally and collaborate effectively with technical and nontechnical teams.
• Familiarity with Windows environments or basic technical concepts is a plus, but not required.
• PMP certification or equivalent project management training is preferred.

Additional Info:

• Homebased
• M to F, 9pm to 6am PH Time