Customer Projects Manager

POSITION SUMMARY:

SUPERVISORY RESPONSIBILITIES:

• Directly supervises the project management and quality assurance project team.
• Recruits, interviews, hires, and trains new staff.
• Oversees the daily workflow of assigned staff.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy and in coordination with Human Resources.
• Directs matrixed project resources — field service technicians, district leadership, installation vendors, and cross-functional partners — through the project lifecycle.

KEY RESPONSIBILITIES:

• Define scope, deliverables, timeline, resource requirements, and budget for assigned special customer projects.
• Apply the divisional intake criteria that determine which work is managed as a special project and which is executed through the standard district cadence; escalate borderline requests to the Director, Field Service Operations.
• Build and maintain project plans; manage dependencies, risks, and issues through to closure.
• Coordinate installation scheduling and sequencing with district leadership, the Planner, customers, and third-party vendors.
• Confirm site readiness — including utility, plumbing, electrical, and space requirements — in advance of scheduled installation.
• Execute project closeout, including asset record accuracy, billing readiness, and handoff of the account to the assigned district for ongoing service.
• Manage the opening calendar for assigned national and chain accounts in partnership with the sales support team; confirm equipment availability, resourcing, and delivery timing against committed customer opening dates.
• Lead multi-site rollout programs, including phasing, market sequencing, and resource planning across affected districts.
• Communicate schedule risk to Field Service Operations and the affected region as soon as it is identified.
• Own the QA and PM calendar; build the schedule, define coverage windows, and release scope into the field in coordination with the Directors, Field Service and the districts.
• Own completion tracking, exception reporting, and customer-facing reporting for all QA and PM programs.
• Maintain national account inspection requirements and allotted windows, and confirm that program commitments match contractual obligations.
• Analyze QA and PM results to identify recurring equipment, training, or process failures, and recommend corrective action to Field Service Operations and the regions.
• Deploy new and customer-specific QA and PM program scope, pilot new service offerings and program models, and document what is required to scale them.
• This role owns the process, standards, schedule, and reporting.
• Serve as the project-level point of contact for assigned customers throughout the project lifecycle.
• Communicate status, milestones, risks, and changes; escalate promptly where commitments are at risk.
• Resolve project-level customer concerns and escalate appropriately to protect satisfaction and retention.
• Partner with Sales, Marketing, Supply Chain, and Customer Service on project alignment and handoffs.
• Support RFP responses and proposals with project scope, resourcing assumptions, and implementation timelines.
• Facilitate cross-functional project meetings, driving decisions and maintaining momentum against milestones.
• Represent the company at customer meetings, trade shows, and training events as assigned.
• All other duties as assigned.

MINIMUM REQUIREMENTS:

• Minimum of a bachelor's degree preferably in Business Administration, Project Management, or another similar discipline. Applicable experience will be considered in lieu of a degree.
• Minimum 3 years of project or program management experience, including direct ownership of customer-facing project delivery.
• Demonstrated ability to manage multiple concurrent projects to schedule and within budget.
• Demonstrated experience leading a small team, including performance management and development.
• Ability to travel up to 50%, as required based on business needs, often requiring overnight stays to attend meetings, training, and other work-related events as scheduled.
• Advanced knowledge of Microsoft Word, Excel, and PowerPoint; experience maintaining project plans in a tracking tool.
• Excellent verbal and written communication skills, with the ability to present to customer and executive audiences.
• Strong analytical and problem-solving skills, with the ability to anticipate and mitigate project risk.
• Ability to be a team player but also work independently as needed.
• Valid driver's license and a motor vehicle record that meets company standards.
• Ability to successfully complete the pre-employment process.

PREFERRED QUALIFICATIONS:

• Experience with SAP is highly preferred.
• Project management experience in foodservice, beverage, hospitality, or consumer packaged goods.
• Working knowledge of commercial beverage equipment installation requirements, including water, drain, and electrical considerations.
• Experience supporting national account onboarding or multi-site rollout programs.
• Experience launching pilots or new service offerings and scaling them into standard operations.
• PMP or comparable project management certification.

PHYSICAL REQUIREMENTS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Prolonged periods of sitting while working at a computer and while driving to and from customer locations.
• Ability to walk, stand, and move through active back-of-house and construction environments during site visits.
• Ability to lift up to 25 pounds with or without assistance.
• Occasional exposure to elevated noise levels and slick surfaces; use of required personal protective equipment.

COMPANY PROFILE:

BENEFITS: