Customer Experience Lead Project Manager

As a Lead Project Manager, you will join Olo's Project Management Team and work with our restaurant customers as they join the Olo platform, guiding them through the end-to-end Implementation process from kickoff to launch and managing the relationship throughout the project. You will collaborate with broader internal project stakeholders to ensure successful outcomes for your assigned customer projects. You are experienced in project management, have a focus on providing great hospitality, and are a model of the art of collaboration and execution. 

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.

• Responsible for a portfolio of projects with varying levels of complexity to ensure successful outcomes.
• Align internal project stakeholders across varying departments with customer's objectives within project execution.
• Act as a champion to navigating change and support Implementation team members when new business strategies arise.
• Monitor the full project lifecycle from start to finish.
• Develop complex project plans based on contract scope and schedules.
• Actively participate in resolving key issues presented by customers, project managers, and Implementation team members.
• At times, provide recommendations on initiatives to improve implementation velocity in collaboration with Olo leadership and the Project Management Team.
• Provide recommendations to Project Management leadership and CX Operations to aid them in uncovering gaps in processes or products.
• Demonstrate effective collaboration with cross functional teams responsible for all stages of implementation projects including customers and Olo functional representatives to ensure cohesive communication.
• Engage with customer stakeholders to identify business, process and other potential project needs.
• Adhere to project scoping and develop relevant project plans.
• Conduct frequent reviews to ensure all project deliverables are progressing to deliver on time.
• Assist customers with the identification and execution of their unique goals
• Some travel may be required. 

• 5+ years experience as an Account/Project Manager or other related field (SaaS or industry experience preferred).
• 2+ years experience managing Enterprise level accounts.
• Experience working directly with complex accounts at the senior business and IT levels with executive experience in an advisory role.
• Impeccable project management skills and prioritization of competing interests.
• Outstanding ability to thoughtfully assess problems and provide resolutions.
• Preferred experience with Asana, Jira, Guru, Salesforce, and Zendesk.

About Olo

Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 700 restaurant brands to jointly reach 85 million connected guests across approximately 80,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.

We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, on the 82nd floor of One World Trade Center.

We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays, plus year-end closure, health, dental, and vision coverage for yourself and your family, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!

Our best estimate of the compensation range for this opportunity is $77,168 - $110,636 annually, depending on the experience you bring and your location. This role is also eligible for incentive compensation. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

We encourage you to apply!

We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace that is free from discrimination and harassment; this allows us to make better decisions and better serve the communities we’re a part of. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status. 

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