Project Manager, SmartSense - Lehi - Ventus

Description

Project Manager, SmartSense (Lehi, UT - Onsite)

4 days ago Be among the first 25 applicants

Join a high-performing, tight-knit team at a fast-growing company that is using the Internet of Things (IOT) to transform how organizations sense, monitor, and make decisions. Smart Sense powered by Jolt is trusted by more than 2,000 organizations, including Walmart, SpaceX, Apple, CVS Health, Coca-Cola, and the US State Department to help them make sensor-driven decisions. We have a solution that our customers rely on every day to make mission critical decisions; we are looking for team-oriented change agents to help shape the future of IOT.

We are seeking a detail-oriented and technically skilled Project Support Manager to join our team. The Project Support Manager is responsible for leading the front-line customer support team that serves as the first point of contact for users of SmartSense products and services. This role oversees daily Project Support Team operations with a focus on achieving high answer rates, fast response times, excellent customer satisfaction (CSAT), and effective management of customer escalations. The ideal candidate is a data-driven, customer-focused leader with a passion for delivering outstanding support experiences and driving continuous improvement.

• A fun, fast paced team that turns data into valuable information
• Opportunity to work with market leaders in the healthcare/pharmacy, food service and transportation industries

• Manage and mentor the Project Support team to ensure consistent, high-quality service delivery
• Oversee daily queue management to maintain target KPIs
• Develop staffing plans and schedules to meet coverage needs and handle peak volume efficiently
• Monitor and manage customer escalations ensuring timely and empathetic resolutions
• Conduct regular coaching, feedback sessions and performance reviews
• Analyze support metrics and customer feedback to identify trends and recommend improvements
• Implement best practices to enhance operational efficiency and consistency

• Proactive and customer-focused leader with a passion for operational excellence.
• Proven experience managing front-line support operations
• Data-driven mindset with a track record of improving KPIs like answer rate, response time, and CSAT
• The ability to motivate and coach a team while keeping morale high during busy times

• 3-5 years experience in customer or product support role, with at least 1-2 years in a product management position
• Strong analytical skills with experience monitoring and improving KPI performance
• Hands on experience with tools such as NetSuite, Salesforce, JIRA and Zendesk
• Proven success managing high-volume support operations
• We are unable to provide visa sponsorship for this position. Candidates must have valid work authorization in the United States at the time of application.

Digi International offers a distinctive Total Rewards package including a short-term incentive program, new hire stock award, paid parental leave, open (uncapped) PTO, and hybrid work environment in addition to our competitive medical, health & wellbeing and compensation offerings.

The anticipated base pay range for this position is $63,000 $99,000.

At Digi, we embrace diversity and inclusion among our teammates. It is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are committed to providing an environment of respect where equal employment opportunities are available to all applicants and teammates.