The Project Manager Lead will oversee projects for Olo's Customer Experience Team, ensuring successful implementation and collaboration with restaurant brands and internal stakeholders.
Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry, by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions enable brands to do more with less and make every guest feel like a regular.
As a Lead Implementation Project Manager, you'll play a pivotal role in Olo's Customer Experience Team, helping to guide new and existing restaurant brands as they join the Olo Platform or expand their tech stack. This is a customer-facing role, where you will guide customers through the end-to-end Implementation process from kickoff to launch, managing the relationship throughout the project, and collaborate with broader internal project stakeholders to ensure successful outcomes for your assigned customers.
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 will have a direct impact on change management initiatives throughout the organization, and work alongside cross-functional peers to identify and contribute to process improvements, finding efficiencies to provide a seamless customer experience.
You will report to the Team Lead Project Manager, and can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC.
What You'll Do
- Manage a portfolio of projects with varying levels of complexity to ensure successful outcomes.
- Align internal project stakeholders across various departments with customer's objectives within project execution.
- Be a champion in navigating change and supporting 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 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
- May be required to conduct work associated with Professional or Managed Services agreements.
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 Jira, Guru, Rocketlane, Salesforce, and Zendesk.
- Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.
- Ability to travel occasionally, as needed.
About Olo
Olo (NYSE: OLO) is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Each day, Olo processes millions of orders on its open SaaS platform, gathering the right data from each touchpoint into a single source—so restaurants can better understand and better serve every guest on every channel, every time. Over 750 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular. 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, a generous parental leave plan, volunteer time off, gift matching policy, and more!
Our best estimate of the compensation range for this opportunity is $77,000 - $104,975 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!
At Olo, we believe bringing together people with varied experiences and viewpoints leads to better results. Don't check every box in the job description? Research shows many qualified candidates hold back from applying unless they meet all listed requirements. We're committed to creating a genuine workplace where everyone can contribute their best work—this improves our decision-making and helps us better serve our communities. So if you're enthusiastic about this role but your background doesn't align perfectly with every qualification, we encourage you to apply anyway. You might be exactly the right fit for this or other positions.
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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Top Skills
Guru
JIRA
Rocketlane
Salesforce
Zendesk
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