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.

What You’ll Do

• 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. 

What We’ll Expect From You

• 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 …