GAF

Technical Project Manager – Activation

GAF

full-time

Posted on:

Location Type: Office

Location: Austin • Montana • Texas • United States

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Salary

💰 $103,500 - $132,250 per year

About the role

  • Align onshore/offshore activation operations on KPIs, service levels, quality standards, and process consistency.
  • Maintain updated SOPs, knowledgebase articles, and training content across all delivery sites.
  • Learn, master, and manage contact center platforms (e.g., Vonage/ SMS Magic/IVR), CRM systems, WFM tools, ticketing platforms, and dialing systems (predictive, preview, manual).
  • Utilize CRM, Looker, and software tools to run live and scheduled reporting
  • Optimize system configurations, call flows, routing strategies, queue structures, and reporting dashboards to improve performance.
  • Partner with IT/Tech teams to troubleshoot system issues and support tool enhancements or new integrations.
  • Lead and develop processes for customer-facing agents; conduct performance management, coaching, and engagement initiatives.
  • Ensure consistent quality through QA reviews, calibration sessions, and standards enforcement.
  • Collaborate with clients and internal stakeholders to implement process changes and meet business goals.
  • Monitor operational metrics, staffing needs, and cross-site workload distribution to support service levels.
  • Drive continuous improvement in efficiency, customer satisfaction, and operational consistency.

Requirements

  • H.S. Diploma or General Education Degree (GED) required
  • Bachelor’s Degree preferred
  • 4+ years work experience in project management and customer-facing role
  • Experience in leadership role for project management
  • Excellent communication, leadership, analytical, and problem-solving skills.
  • Adaptable, personable, innovative, high tolerance for ambiguity and pressure
  • High energy/high sense of urgency/fast-paced and can think on your feet
  • Self-motivated; has ability to manage workload autonomously
  • Comfortable working as a team player in a start-up environment where no job is too small.
Benefits
  • We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.
  • Our Family-Building benefits support the many different journeys to fertility and parenthood.
  • Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.
  • Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.
  • Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer-facing roleperformance managementcoachinganalytical skillsproblem-solving skillsprocess improvementquality assurancesystem configurationreporting
Soft Skills
communicationleadershipadaptabilitypersonabilityinnovationtolerance for ambiguityhigh energysense of urgencyself-motivationteam player
Certifications
H.S. DiplomaGeneral Education Degree (GED)Bachelor’s Degree