SBM Project Manager - Trax Retail

This position is fully remote and available ONLY for applicants living in countries including Mexico, Guatemala, and Nicaragua.

 *Please submit your resume in ENGLISH. Resumes received in other languages will NOT be evaluated.*

Job Description: 

Trax is seeking a talented Signal Based Merchandising (SBM) Project Manager to join our dedicated, passionate team of technology professionals. We value motivated, savvy, roll-up-the-sleeves type of operators who are not afraid to get into the details but can also effectively manage all levels of customer conversation. This role is critical to the success of Trax as we focus on the importance of Signal Based Merchandising as a key pillar of our company’s strategy for 2025 and onward.

The Signal Based Merchandising (SBM) Project Manager will be responsible for creating the first standardized process to deploy Signal Based Merchandising within Trax, ensuring stakeholders are all working to achieve excellent new project deployments, but will also require customer expectation management, relationship
building, and operational delivery (within agreed upon SLAs and timelines). This PM is expected to be the face of SBM operations internally as he/she will be coordinating with SK, Survey and Trax operations teams.

Mission of the Role:

The role of the SBM PM is a critical to shaping the customer’s first experience with this innovative solution. This builds their perception of our company and their understanding of the Signal Based Merchandising as a solution (and all operational components to deliver it successfully). The SBM PM will initially define and align the most efficient standardized process for new projects implementation, as well as coordinate all pieces of the delivery routine over these project life cycles and align all internal and external parties in the process. They will set the stage for long-term operational success and excellent ongoing service delivery.

Responsibilities:

1. Leadership and Coordination

• Create and centralize the first version of an SBM deployment project plan, holding all internal and external stakeholders accountable for quality and on-time delivery across project milestones.
• Creatively implement and coordinate a standard operations plan for all new SBM projects across different Shopkick, DMX and Trax teams.
• Educate the Customer on SBM processes, simplifying their experience and perception of working with Trax as a partner.
• Coordinate issue resolution across functions if/when issues occur.
• Oversee the coordination and collaboration of all Shopkick, DMX and Trax service teams to meet project milestones.
• Define and track key KPIs to track project health and customer satisfaction.
• Create and maintain positive working relationship with the customer, ensuring SBM business stakeholders understand customer must-haves and pain points.

2. Operational Delivery

• Create playbook for customer operations.
• Meet customer project milestones (UAT, go-live etc.) in accordance to aligned upon project plan.
• Track and resolve all issues and mitigate risks that present themselves in the projects.
• Prioritize and elevate relevant customer issues within Shopkick, DMX and Trax Support teams.
• Monitor ongoing performance against KPIs.
• Lead project stabilization efforts where necessary (to move project statuses to “green”)

Requirements:

• 5 - 10 years of Project Management experience
• Background in an operational or customer success-related role is a must.
• Experience managing a team, process or roll out for a customer. You must be able to showcase your ability to orient a large group to execute a project, cross-functional goal or program effectively.
• Experience navigating all levels of stakeholders - from day to day analysts to senior level executives.
• Prior experience with Image Recognition and crowd-sourced merchandising is highly desirable.