Technical Project Manager (100% Remote)

Overview

The Project Manager is responsible for the maintenance and support services for all our clients. This is a Jr. Project Management role that focuses on website management, updates, support requests, and SLAs. The role utilizes a Kanban style management board with a growing set of existing clients. This role is accountable for their department’s resource management and client requests. This is a Jr Project Management position, and some on-the-job training is provided. There are opportunities for advancement.

Qualifications

• Atleast 5 years Experience with Wordpress and/or Drupal Content Management.
• Some project management experience.
• Strong customer service-oriented and product-oriented mindset.
• Impeccable communication skills.
• Empathetic and compassionate with people.
• Organized and motivated.
• Ethical and trustworthy.
• Ability to effectively self-QA your work and others work.
• Ability to take initiative and be proactive with workload.
• Ability to take, give, and discuss constructive criticism.
• Strong rational thinking, logic and critical reasoning, and analytical problem solving skills are a must.
• A sense of humor.

Responsibilities

• Customer service. Nothing else is more important than ensuring our customers have the best possible experience. As such, we expect our Support Manager to be intelligent, empathetic, and compassionate communicators.
• Work with each site’s CMS to perform content updates based on client requests.
• Investigate technical issues reported by clients or other team members.
• Support requests should receive a human response within 2 hours of receipt.
• Client support service oversight and management:
• Managing support requests with the technical team.
• Total task, ticket, and project ownership, from opening to closing.
• Identify and manage Billable vs non-Billable support tasks.
• Review and manage project documentation for accuracy and completeness.
• Demonstrates understanding of Project Management processes, strategies and methods.
• Account management for support clients:
• Achieve Project Objectives as laid out in Approved Proposals and Tickets .
• Plan Ticket/Project scope and Keep Approved Proposals and Tickets within scope.
• Effectively uses organization resources for managing Projects and Support.
• Project Planning: Analyze, plan and develop requirements and standards in reference to billable projects.
• Gather and Manage Assets from Clients.
• Gather and Manage Assets from Team.
• Review project documentation for accuracy and completeness.
• Demonstrate understanding of Project Management processes, strategies and methods.
• Enforce team standards of time logging, communication, and performance.
• QA work before presentation to clients.

Communication and Standards

• Available to co-workers and clients during regular business hours, 9 am to 5 pm CST.
• Effectively lead team throughout project and task lifecycle to achieve outlined objectives.
• Weekly/monthly/quarterly updates with clients with ongoing projects; detailed, scheduled reports on measurable items, such as milestones and deliverables.
• Attend regular technical team meetings to determine progress and address any questions or challenges regarding projects.
• Work with Technical Leads and Architects to determine outcome based scope as needed.
• Determine and define clear deliverables, roles and responsibilities for staff members required for specific projects or initiatives.
• Enforce team communication standards with ticket descriptions, comments, handoff meetings, chat, phone and acceptance criteria.
• Be empathetic and compassionate with people.
• Ability to take initiative and be proactive with workload.
• Ability to take, give, and discuss constructive criticism.
• Ethical and trustworthy.