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Project Manager for the Local Services Product Operations / Consumer Support team
Ref No.: 18-00038
Location: Mountain View, California
Position Type:Contract
Project Manager for the Local Services Product Operations / Consumer Support team
Mountain View, CA

Local Services by our client (https://www.our is a new product that helps match and connect consumers with local service professionals, like locksmiths, plumbers, house cleaners and handymen. Consumers can search among the qualified, background-checked professionals on our platform, and find profile info, ratings and reviews for each.

The Product Operations and Consumer Support (POCS) team handles programs key to Local Services' success, including running consumer surveys, data analysis, managing vendors and providing consumer support. We're looking for a project manager who can successfully manage new projects that the POCS team is incubating that support new product features or operations initiatives. They should be able to work with business leads to define and manage business process and technology roadmaps. They should also be able to manage change, implement new ideas effectively within the our client culture, influence decisions and change management through collaboration, leadership and a customer-focused approach.

Top Responsibilities:
  1. Various new strategic projects by working well with cross-functional operations, product and sales stakeholders
  2. Develop project justification proposals, business cases and return on investment estimates, prepare executive briefings and project presentations (ability to "tell the story"), obtain executive approval.
  3. Scaling out existing projects for expansion
Additional responsibilities:
  • Anticipate customers' needs. Interface with partners within and outside of our client.
  • Gather and synthesize detailed business requirements.
  • Assess current and future business processes (As-Is and To-Be).
  • Apply analytical skills to rationalize change.
  • Leads brainstorming sessions to gather requirements.
  • Manage complex projects to major milestones.
  • Help broader POCS team with core work, including consumer support phone shifts, and quality-checking vendor work.
  • Work in a fast-changing, fast-paced workplace
  • BA/BS degree in any field
  • 2+ years of project management experience
  • Interest in helping to grow a product that serves to connect consumers with local service professionals (i.e. plumbers, locksmiths)
  • Experienced spreadsheets user (i.e. working familiarity with things like vlookup, regexmatch and pivot tables)
  • Experience creating reports to be shared at the team and leadership levels
  • Experience working in a solutions and client service-oriented environment with an emphasis on creativity and relationships.
  • Ability to implement and drive projects forward while working collaboratively with internal and external clients.
  • Ability to analyze data and see beyond the numbers to drive sound decision-making.
  • Proven organizational skills with attention to detail and the ability to prioritize and work well in an environment with competing demands.
  • Ability to work in a team environment with a high sense of urgency.
  • Exceptional written and verbal communications skills as well as strong interpersonal skills.
  • SQL experience (Running and writing basic queries)
  • Experience working on a consumer technology product
  • Consumer support experience and good phone manner