Project Manager, Customer Support Tools

Sand Cherry

Customer Support Tools Project Manager leading implementation of customer automation platform at Sand Cherry Associates. Collaborating with teams to ensure product adoption and customer satisfaction.

Posted 6/18/2026contractStamford • Connecticut • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead end-to-end project management activities for the implementation and enhancement of a customer-facing service activation platform.
Develop and manage project plans, schedules, risks, dependencies, and executive-level status reporting.
Coordinate multiple workstreams simultaneously, ensuring alignment across business, technology, and operational teams.
Facilitate project governance meetings and drive issue resolution across stakeholders.
Track milestones, deliverables, and key performance indicators to ensure successful project outcomes.
Partner with Product, Engineering, Architecture, and Operations teams to support the build, testing, deployment, and adoption of customer-facing software solutions.
Coordinate requirements gathering, release planning, user acceptance testing, deployment readiness, and post-launch support activities.
Manage dependencies between technical teams and business stakeholders to ensure successful product implementation.
Support roadmap planning and prioritization discussions with product and business leadership.
Lead efforts to establish and operationalize support processes, escalation paths, and organizational structures supporting the platform.
Coordinate the development of support models, workflows, documentation, training materials, and knowledge management resources.
Partner with customer support, call center, operations, and business teams to ensure readiness for customer inquiries and issue resolution.
Define and implement processes for handling customer feedback, enhancement requests, and product-related support needs.
Support go-to-market initiatives and customer adoption strategies related to the platform.
Collaborate with business stakeholders to identify opportunities for process improvement, automation, and growth.
Assist with communication plans, stakeholder engagement, and change management activities.
Monitor customer adoption metrics and recommend improvements to increase utilization and customer satisfaction.
Serve as a liaison between business, technology, operations, customer support, and leadership teams.
Build strong relationships across organizations to drive collaboration and project success.
Provide clear communication and reporting to executives, sponsors, and project stakeholders.

Requirements

What you’ll need

5+ years of Project Management experience leading complex cross-functional initiatives.
Telecommunications, broadband, cable, or service provider industry experience.
Experience managing software implementation, deployment, or digital transformation projects.
Strong understanding of project management methodologies, including Agile, Waterfall, or hybrid approaches.
Experience coordinating multiple stakeholders across business, technology, and operations organizations.
Demonstrated ability to manage project schedules, risks, dependencies, and executive communications.
Strong facilitation, communication, and organizational skills.
Experience supporting customer-facing software applications or digital platforms preferred
Familiarity with product deployment lifecycles, release management, and operational readiness activities.
Experience establishing or supporting customer support organizations, call center operations, or service delivery teams.
Knowledge of go-to-market planning, customer adoption programs, and growth initiatives preferred.
PMP, Agile, Scrum, or related project management certifications preferred.
Bachelor's degree or equivalent experience.

Benefits

Comp & perks

Our team is unique — we are passionate about what we do.
At Sand Cherry, our Consultants know they are impacting and shaping our clients’ industries.
We recognize our employees for their contributions.
Our culture is one of the most friendly and communicative in the consulting industry.
Sand Cherry is not a top-heavy organization.
We offer the opportunity to be part of a digital workforce.
Discover the experience that only comes with self-responsibility in the workplace.
Our team members manage their own workloads and are expected to deliver exceptional work for our clients.
Professional career growth is one of our main priorities, as we affirm that investing in our Consultants and empowering our people will also deliver the best results and value for our clients.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementAgileWaterfalldigital transformationsoftware implementationrelease managementoperational readinesscustomer-facing softwarerisk managementstakeholder management

Soft Skills

communicationorganizational skillsfacilitationcollaborationissue resolutionrelationship buildingchange managementprocess improvementexecutive reportingprioritization

Certifications

PMPAgileScrum