Project Manager; Customer Operations

Privacy Pod is hiring a Project Manager (Customer Operations) to own the “from yes to installed” experience.

You’ll be the person who keeps customer projects moving: confirm requirements, manage quoting details, set correct lead time expectations (Quick-Ship vs Made-to-Order), coordinate delivery/install logistics, and ensure we deliver a clean, professional experience—especially for dealers and repeat buyers.

This role is ideal for someone who’s extremely organized, calm under pressure, and great at turning messy threads into clear next steps.

What you’ll own (core responsibilities)

• Prevent surprises: confirm config (model, finishes, furniture, add-ons) and set expectations (Quick-Ship vs Made-to-Order lead times).
• Dealer / partner support: help office furniture dealers get quotes fast, get the right spec assets, and feel supported.
• Quoting support: gather missing info, build a clean scope, and help produce accurate quotes quickly.
• Logistics coordination: delivery requirements, dock/forklift/liftgate, COIs, site restrictions, install scheduling, on-site contacts.
• Customer communications: write clear, confident emails that keep projects on track and reduce cancellations.
• Internal systems + process building: SOPs, checklists, templates, and a lightweight “project tracker” so nothing slips.
• Content coordination (light): update/maintain resource links (FAQ, install guides, spec sheets, dealer assets) and elevate website changes.

What success looks like (90 days)

• Customers and dealers consistently say: “Wow—this was easy.”
• Fewer “where is my order / lead time confusion” threads.
• Repeatable templates for: order intro, lead time explanation, delivery checklist, install checklist, dealer onboarding.
• A reliable weekly view of every active project and next actions.

Requirements

• 2+ years in project coordination, operations, logistics, customer success, or implementation.
• Strong written communication (email-first, professional, concise).
• Comfortable juggling many threads without dropping details.
• Excellent follow-through; you finish what you start.
• Proficient with Google Workspace + basic spreadsheets.

Nice-to-haves

• Experience with freight/LTL, installations, construction coordination, or furniture/contract interiors.
• Experience working with dealers/partners.
• If you have any experience with SEO, UI/UX experience, marketing, EVEN BETTER!
• Familiarity with Shopify / CRM tools (Hub Spot, Pipedrive, etc.).