As the Special Projects Manager, you’ll help lead and project manage a variety of projects. You will report to our Campaigns Relations Director and work together to ensure the Operations team at Switchboard remains at the leading edge of texting and email deliverability, so we can continue to serve as strategic advisors to our customers.
We are looking to hire a generalist that can wear many hats, given how lean our company and Operations team is. A strength of the generalist approach is that you will build a lot of context on Switchboard itself, becoming an expert in the day-to-day issues and edge-cases that our customers face. This deep product context helps us fix the root causes of issues, identify business risks, provide unparalleled customer support, and improve the usability of our suite of products.
All members of the Operations team help with customer support, in order to stay informed about the most pressing product issues affecting customers. Depending on your interests and skill sets, as Switchboard grows, this role could lead into a more specialized role in quality assurance, customer support leadership, business intelligence, product management, email deliverability, or internal operations management.
You’re a good fit for this role if you are proactive, detail oriented, and eager to take on complex projects. Every day is going to look different and you’re someone that is okay working in a chaotic (but fun) work environment. You’ll work on both long-term projects and help triage fires as we face external changes that impact our processes or customers. We are looking for someone that wants to run towards challenging problems that don’t have clear solutions.
The ideal candidate will take on significant ownership and play a large role in the growth and future success of Switchboard. While we’ve been around for several cycles now, we are a scrappy tech start-up. No one is too big or small for any task at Switchboard, and we feel strongly that every employee can play a role in strengthening how we as a company work and interface with customers and other partners. Switchboard prides itself on being an exceptional and trustworthy partner to our customers, which means this role requires regular evening and weekend on call shifts.
This role has a target start date of January 2025. We are looking for candidates who are enthusiastic to work in-person in our DC office but may consider remote candidates on a case-by-case basis.
Responsibilities Include:
- Triaging inbound questions from customers and monitor internal alerting in order to answer questions. This may involve collaborating with internal data science and engineering team members, reviewing internal dashboards and reporting, and other ad hoc troubleshooting.
- Developing expertise about texting and email deliverability in order to proactively advise our customers on best practices. This may involve conducting external research, working with our vendors, building a network of practitioners in the space that can share best practices, and analyzing current customer data for new trends.
- Serving as part of the Operations team’s on-call rotations which requires after-hours availability on weeknights and weekends (~2 days a week) in order to be responsive to customer questions and internal alerts
- Setting agendas and leading regular project update meetings as needed for seamless cross-functional collaboration and communication
- Creating tickets about product or internal monitoring changes that would improve our ability to serve our customers. Work with Operations, Product, and Engineering leadership to prioritize and think through solutions.
- Contributing to a positive team culture that prioritizes trust and empathy.
Ideal Candidates:
- Experience scoping projects, setting deadlines, and managing expectations as needed with other stakeholders
- Comfort with interpreting data analysis and dashboards; SQL skills are a plus
- Ability to draw conclusions from disparate data sources (quantitative and qualitative)
- Clear, written and verbal communicator with exception attention to detail
- Flexibility with ad hoc projects and willingness to both build new and adapt existing internal processes
Diversity
We believe the best products and companies are built by diverse teams where everyone’s perspectives are heard and respected. We strongly encourage people of color, LGBTQ+, women, and members of other underrepresented groups to apply. Even if you’re not sure if the role is a good fit, please apply! We are committed to providing reasonable accommodations to individuals with disabilities in the hiring process and on the job.
Candidates must be authorized to work in the US. Unfortunately we're unable to sponsor work visas at this time.