Project Coordinator

Responsibilities

Serve as an operational advocate for customers and partners throughout the customer lifecycle; Monitor customer satisfaction trends and identify opportunities to enhance service delivery; Work cross-functionally to ensure timely resolution of customer issues and inquiries; Monitor, measure, and analyze operational performance metrics, KPIs, and service level agreements (SLAs); Produce recurring operational reports, dashboards, scorecards, and executive summaries; Manage complex customer escalations through resolution; Coordinate cross-functional teams to investigate and resolve operational issues; Design, document, implement, and improve operational processes, workflows, and standard operating procedures; Identify opportunities for automation and operational efficiency; Drive continuous improvement initiatives using Lean, Six Sigma, DMAIC, or similar methodologies; Lead structured root cause investigations for operational incidents and recurring issues; Develop corrective and preventive action plans; Develop training materials, job aids, operational documentation, and best practices; Facilitate onboarding and ongoing training for team members and stakeholders; Coordinate operational and cross-functional projects and demonstrations supporting Connected Vehicle Services and Innovation initiatives; Facilitate project meetings, status reporting, and stakeholder communication; Support implementation of new products, services, OEM integrations, partner programs, and operational initiatives

Requirements

Bachelor's degree in Business, Operations, Technology, Data Analytics, or related equivalent experience; 3+ years of experience in operations, business analysis, customer success operations, customer support, project coordination, process improvement, or related roles; Experience managing customer issues, operational support processes, or escalation workflows; Strong analytical and problem-solving capabilities; Experience creating reports, dashboards, and operational metrics; Demonstrated ability to work independently in a fast-paced environment; Proven ability to prioritize competing demands and manage multiple initiatives simultaneously; Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams); Advanced Microsoft Excel (Pivot Tables, Lookups, Data Analysis, Reporting, Dashboards)

Nice to have

Experience in transportation, mobility, tolling, fleet management, telematics, connected vehicle services, automotive technology, or related industries; Knowledge of connected vehicle ecosystems, vehicle telematics, OEM integrations, fleet operations, or transportation technology solutions; Experience supporting customer-facing technology products and services; Knowledge of Lean, Six Sigma, DMAIC, Agile, Scrum, Kanban, or continuous improvement methodologies; Familiarity with AI-powered productivity and analytics tools; Experience managing operational projects across multiple stakeholders; Experience leveraging data and automation to improve operational performance and customer outcomes; Salesforce CRM; AI Toolsets (Microsoft Copilot, OpenAI / ChatGPT, Claude, etc.); Process mapping and workflow documentation tools