Overview

The Digital Client Operations Project Manager is responsible for managing the intake, onboarding, and implementation readiness of customer projects, ensuring each project is fully defined, properly scoped, and prepared prior to entering implementation. This role owns the front end of the project lifecycle, establishing structured, system-driven processes that ensure complete and accurate customer information, clear project requirements, and a defined path to execution.

This position focuses on building and managing scalable project intake and onboarding workflows-possibly within Smartsheet and integrated platforms such as HubSpot and NetSuite-to eliminate manual gaps and reduce reliance on email-based coordination. The role ensures projects meet defined readiness standards, including required data, documentation, and approvals, before transitioning to Implementation.

The position works closely with Client Success, Implementation, Sales and Digital teams to define ownership, align expectations, and ensure a smooth transition from onboarding into execution.

This role operates as a senior-level individual contributor with authority to enforce project intake standards and implementation readiness requirements.

Responsibilities

• Manage project intake and onboarding by defining requirements, capturing necessary data, and ensuring projects are properly structured prior to implementation
• Enforce implementation readiness standards, including required inputs, documentation, and approvals before projects begin
• Design and maintain system-based project workflows (Smartsheet, HubSpot, NetSuite) to support scalable and consistent processes
• Partner with Client Success, Implementation, and Digital teams to align ownership and ensure effective project handoffs
• Support a structured, professional customer onboarding experience through standardized tools and communication methods
• Establish and track key onboarding and implementation readiness metrics to measure success, identify gaps, and drive continuous improvement
• Continuously improve onboarding and readiness processes based on performance, volume, and evolving business needs
• Support cross-functional initiatives related to onboarding, implementation readiness, and lifecycle process improvements as needed.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Finance, or a related field preferred. Equivalent professional experience may be considered.
• 5+ years of experience in project management, onboarding, implementation, or operations with demonstrated success in building and improving workflows and systems in a cross-functional environment.
• Project Management Professional (PMP) certification required, Agile Certification preferred
• Experience in the financial services, payments, fintech, or banking industry, with familiarity in payment card programs, EMV, or related customer onboarding processes preferred

Qualifications:

Process & Systems Thinking - Strong ability to design scalable processes and implement system-driven solutions that improve efficiency, accuracy, and consistency.

Technical Competency - Experience working within platforms such as Smartsheet, HubSpot, NetSuite, or similar systems. Ability to build workflows, enforce required inputs, and drive system adoption.

Leadership & Influence - Ability to drive alignment across teams without direct authority, while also enforcing standards and holding teams accountable to defined processes.

Communication Skills - Strong verbal and written communication skills, with the ability to clearly define expectations, processes, and responsibilities across internal teams and with customers.

Problem Solving & Execution - Ability to identify operational gaps, develop practical solutions, and execute improvements in a fast-paced environment.

Physical Demands:

This role requires the ability to work from home in a virtual environment, where the following is required:

• reliable high-speed internet access (hotspot not acceptable)
• dedicated distraction-free home work environment
• work is conducted primarily in a seated position with extensive use of office equipment. Work involves dealing with detail, accuracy, and extensive human interaction.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Benefits:
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.