[Hiring] Subject Matter Expert @Sutherland

Role Description

The Subject Matter Expert (SME) serves as the primary operational expert supporting Implementation Project Managers (IPMs) with complex projects, Go-Back cases, exceptions, and escalations. This role ensures adherence to implementation processes, validates project execution, manages project and case queues, and prioritizes work based on customer impact, urgency, and SLA requirements. The SME is responsible for monitoring operational performance, identifying risks, driving continuous improvement initiatives, and partnering with cross-functional teams to optimize customer experience and successful project delivery.

• Provide subject matter expertise, guidance, and escalation support to IPMs handling complex implementations, exceptions, and customer escalations.
• Manage and prioritize Implementation Project and Case queues, ensuring timely resolution and compliance with SLA commitments while maintaining backlog health.
• Monitor key performance metrics including CSAT, DSAT, Cycle Time, BTFS, order accuracy, installation readiness, and project delivery outcomes; identify trends, risks, and improvement opportunities.
• Conduct reviews of customer dissatisfaction cases, recurring operational gaps, and process exceptions, driving corrective actions and preventive solutions.
• Collaborate with cross-functional teams to resolve project blockers, optimize workflows, and improve implementation effectiveness.
• Deliver coaching and process guidance to IPMs, promoting process compliance, execution consistency, and an enhanced customer experience.

Qualifications

• Bachelor's degree in Business, Project Management, Operations, Information Technology, or a related field, or equivalent professional experience.
• 3+ years of experience in project management, implementation operations, customer success, service delivery, or a related operational environment.
• Strong understanding of project execution, escalation management, queue management, and process compliance.
• Demonstrated ability to analyze operational metrics, identify performance gaps, and drive continuous improvement initiatives.
• Excellent problem-solving, organizational, communication, and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and customer focus.
• Proficiency in Microsoft Office applications and experience using CRM, case management, or project tracking tools preferred.

Benefits

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan.
• Paid referral program.
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.