The Project Manager IV, Service Delivery and Strategy leads significant cross-functional initiatives focused on improving booking-to-completion performance, identifying barriers to job fulfillment, and driving operational effectiveness. Serving as a key liaison between Contact Center, Dispatch, and Field Operations, this role identifies and addresses operational bottlenecks, appointment fallout, capacity constraints, and process gaps that impede job fulfillment. Through project leadership, stakeholder collaboration, and continuous improvement efforts, the role drives measurable gains in booking-to-completion rates, service capacity utilization, customer satisfaction, revenue realization, and operational performance across multiple markets and regions.
- Lead cross-functional initiatives that improve service delivery performance and increase the successful conversion of customer demand into completed jobs.
- Analyze the end-to-end customer journey from booking to dispatch and field execution to identify bottlenecks, process breakdowns, and operational inefficiencies impacting job completion.
- Partner with Contact Center, Dispatch, Field Operations and other business stakeholders to identify opportunities and implement solutions that improve operational performance and customer experience.
- Partner with operational leadership to monitor forecasted job demand and fulfillment performance, implementing corrective actions across lead generation and operational channels to maintain service capacity and support job booking and completion targets.
- Monitor operational performance metrics, workflow trends, appointment fallout, cancellations, reschedules, and uncompleted jobs to identify root causes and improvement opportunities.
- Evaluate dispatch workflows, technician capacity, scheduling practices, and appointment management processes to improve fulfillment rates and maximize available service capacity.
- Identify operational barriers that prevent scheduled work from being completed and develop recommendations to improve booking-to-completion performance.
- Develop and implement best practices that improve coordination between customer-facing and operational teams while creating a more consistent service delivery experience.
- Prepare and present findings, recommendations, project updates, and business cases to operational and senior leadership teams.
• Minimum Experience: 6+ years
• Minimum Education: Bachelor's Degree
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
