[Hiring] Manager, Project Services @ServiceTrade

Role Description

As a Manager, Project Services, you will be responsible for leading a team of consultants and subject matter experts dedicated to the optimization, upkeep, and ongoing success of ServiceTrade’s existing customers.

• Enhance customer accounts by reviewing customer processes, creating standard operating procedures (SOPs), developing business intelligence (BI) dashboards and reports, automating processes, integrating systems using APIs, and ensuring data health and integrity.
• Create an environment that promotes success within your team and the customers your team serves.
• Define success within your team by employee retention and professional growth.
• Define success of the customer by successful adoption, optimization, and long-term value realization from the products they purchase.

Key Responsibilities and Activities

• Lead, manage, and help build a post-live services team composed of customer-facing consultants and Subject Matter Experts (SMEs).
• Drive AI Adoption: Champion the responsible use of AI within the team to enhance consultant productivity and improve customer time-to-value.
• AI-Enabled Service Design: Identify and implement AI-assisted workflows that reduce manual effort and standardize service delivery outcomes.
• Prepare and present Scopes of Work (SOWs) and estimates for customers and prospects.
• Manage a hybrid team of remote and in-office employees.
• Mentor and coach employees to prepare for career advancement.
• Maintain an open door policy for feedback and keep the team engaged.
• Discuss performance regularly with your team members.
• Serve as an escalation resource for your team and customers.
• Build and improve processes that support customer optimization and long-term adoption.
• Manage customer-facing technical resources, processes, and systems.
• Own project assignment for your team.
• Work with other departments and teams to continuously improve the customer journey.
• Understand client expectations throughout the post-live customer lifecycle to ensure alignment with market needs.
• Partner with Product and provide information about product specific issues that negatively impact solution adoption and optimization.

Measure Success

• Set, develop, and communicate individual and team goals.
• Share monthly delivery, backlog, and utilization metrics.
• Report KPIs that drive process improvements and variable compensation.
• Provide analysis aimed at identifying risk and opportunities for improvement.

Qualifications

• B.A. or B.S. degree with 5+ years of customer service or consulting experience and 2+ years of management/leadership experience.
• Strong understanding of SQL, data manipulation, data management, Google Sheets and/or Microsoft Excel.
• Strong understanding of business intelligence (BI) principles, reporting, and dashboard development.
• Experience with process automation and system integration using APIs.
• Strong Project Management skills, including scoping and estimation.

Knowledge and Skills

• Demonstrated ability to leverage AI tools (e.g., LLMs, copilots, automation agents) to accelerate content creation, data analysis, and workflow optimization.
• Proactive approach to learning and experimenting with emerging AI technologies to identify new opportunities for service delivery improvement.
• Understanding of the data structure, quality, and governance required to support effective AI implementation and automation.

Benefits

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions.
• Dental and Vision through Unum.
• Flexible Spending Account and Dependant Care Account.
• Company-paid Life insurance, STD and LTD.
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance.
• 401(k) with up to 3% employer match and NO vesting period.
• Flexible PTO policy.
• 10 company holidays.
• Parental Leave.
• Paid Time Off for Volunteering.
• Employee Reimbursement Program to use for well-being, technology and/or professional development.