Project Manager - Go to Market

GENERAL DESCRIPTION OF WORK:

The Project Manager - Go-to-Market (GTM) leads the planning, coordination, and execution of customer-facing service initiatives and experience programs across VIA. This role serves as the central project lead for GTM initiatives, ensuring service changes, customer communications, and experience enhancements are launched on time, consistently executed, and aligned across departments.

The Project Manager translates organizational priorities into actionable project plans, facilitates cross-functional collaboration, identifies process gaps, and drives continuous improvement in how VIA designs and delivers customer-facing initiatives. This position has accountability for project scope, timelines, deliverables, and performance reporting for GTM programs.

For purposes of this role, GTM refers to the planning and execution of service changes, customer communication campaigns, and customer experience initiatives.

ESSENTIAL FUNCTIONS:

Leads end-to-end GTM project planning, including defining project scope, schedules, milestones, deliverables, and stakeholder roles.

Manages cross-functional project teams involving Customer Care, Marketing, Communications, Operations, Maintenance, IT, and Planning to ensure coordinated execution of GTM initiatives.

Develops and maintains GTM project calendars and launch plans for service changes, campaigns, and customer experience programs.

Facilitates project meetings, tracks progress, escalates risks or delays, and ensures accountability for deliverables.

Oversees creative and communication workflows to ensure customer-facing messaging is accurate, consistent, and aligned with brand standards.

Leads process mapping and workflow improvement initiatives to strengthen cross-department project execution and reduce rework or missed steps.

Analyzes customer feedback, ridership trends, and operational data to evaluate project outcomes and identify improvement opportunities.

Prepares project status reports, post-launch evaluations, and executive briefings summarizing performance, lessons learned, and recommendations.

Serves as the primary point of contact for GTM project coordination across departments.

Performance Measures:

Percentage of GTM projects launched on schedule and within defined scope.

Timely execution of service change and customer communication campaigns.

Reduction in project delays, rework, or missed customer communication steps.

Documented process improvements implemented annually.

Measurable improvement in customer feedback or satisfaction scores following GTM initiatives.

Technical and Professional

Skills:



Project management expertise, including planning, scheduling, risk management, and stakeholder coordination.

Proficiency with project management software and collaboration platforms.

Ability to analyze customer, operational, and performance data to inform decisions.

Experience developing customer journey or service launch plans.

Knowledge of creative and communication review workflows and brand governance processes.

Skilled in facilitating cross-functional meetings and process mapping sessions.

Strong written and verbal communication skills, including executive-level reporting.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

REQUIRED

EDUCATION AND EXPERIENCE:



Bachelor's degree in Communications, Marketing, Business Administration, or related field and five (5) years of experience in project management, marketing operations, or customer experience. Experience may be substituted in lieu of education on a year-for-year basis up to four years.

PREFERRED QUALIFICATIONS:

Experience in process improvement or cross-functional coordination.

ADDITIONAL REQUIREMENTS:

Strong analytical, organization, and leadership skills.

Must have excellent organizational and time management skills.

Must have proficiency in Microsoft applications such as Word, Excel and Outlook.

Must have written and verbal communications skills to execute the requirements of the position.

Must have ability to prepare accurate and concise reports and project timelines.

Must have ability to meet and deal tactfully and effectively with…