Project Manager, Support

Job Summary

The Project Manager is responsible for leading projects from initiation through completion across the Product Support organization. This role partners with Product Support teams, business stakeholders, technical teams, vendors, and leadership to define project requirements, coordinate resources, manage dependencies, and ensure successful delivery.

The ideal candidate is a highly organized communicator who can manage multiple concurrent projects, create clarity across cross-functional teams, and keep stakeholders aligned on project scope, timelines, priorities, risks, and outcomes.

Essential Functions

• Lead multiple cross-functional projects through the full project lifecycle, from initial planning and requirements gathering through implementation and transition to operational teams.
• Partner with stakeholders to define project objectives, scope, requirements, deliverables, timelines, resource needs, and success criteria.
• Develop, maintain, and communicate detailed project plans, schedules, task lists, milestones, and dependencies.
• Coordinate project activities, priorities, and resources across Product Support and other business and technical teams.
• Serve as the primary point of contact for project stakeholders, ensuring clear communication, alignment, and accountability throughout the project.
• Facilitate project meetings, document decisions, assign action items, and follow up to ensure commitments are completed.
• Monitor project progress and proactively identify, track, and communicate risks, issues, dependencies, and potential delays.
• Manage and document changes to project scope, requirements, timelines, deliverables, and priorities.
• Escalate significant risks, issues, resource constraints, scope changes, and decisions to the appropriate leaders.
• Maintain accurate and organized project documentation throughout the project lifecycle.
• Prepare and deliver project status reports, dashboards, and executive-level updates.
• Support project implementation, stakeholder readiness, and a successful transition to ongoing operational ownership.
• Identify opportunities to improve project management processes, communication, visibility, and consistency across Product Support.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• 6+ years of project management experience leading complex, cross-functional projects from initiation through completion.
• Experience managing multiple concurrent projects within a software, technical support, or product support environment.
• Understanding of support operations, including case workflows, escalations, service delivery, and customer communication.
• Ability to define project scope, requirements, timelines, deliverables, dependencies, and success measures.
• Experience partnering with Support, Product, Development, Operations, and other technical and business teams.
• Strong ability to manage risks, resolve issues, adapt to changing priorities, and drive accountability without direct authority.
• Excellent organizational, stakeholder-management, meeting-facilitation, and executive-communication skills.
• Proficiency with project management and collaboration tools.

Education

• Bachelor's degree or equivalent experience required.

Minimum Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
• While performing the essential functions of this position, employees must be able to see and communicate.
• Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment.