Fulfillment Project Manager

About Zappi

Zappi is the ad and innovation testing platform built by brands for brands.

When we set out to transform the world of market research in 2012, we wanted to build a platform that helped brands run consumer testing through all stages of advertising and innovation development. The result? A platform that gives users easy access to better research methodologies so our customers can test more, learn more, and ultimately make better decisions about the ads and innovation they take to market.

Now, we want to make the world of insights even better; to scale expertise and create the world’s most powerful enterprise research platform.

To have continued success, we need an environment that fosters constant learning and ambitious goals; a place of diverse opinions and experiences, where talented people can do their best work with very little in their way. To realize our vision we are constantly in search of people who will bring a different perspective, who will challenge our thinking, create value for our customers and apply themselves passionately to our vision and culture.

You:

- prioritise your own learning

- take time to listen deeply before acting

- aren't afraid to address challenging issues directly, with compassion

- lead through inspiration not coercion and create space for others to lead

- are comfortable with radical transparency

- are comfortable being uncomfortable; change is constant at Zappi

- are humble and honest

We:

- listen carefully to each other and to our customers

- fundamentally trust each other

- leave our egos at the door

- aren't afraid to fail

- want to have a positive impact on the planet and our communities

Zappi is an equal opportunities employer; our diversity is a major strength. We maintain a constant dialogue with our teams and wider communities about how we can become a more inclusive place to work.

About the Role:

We are looking for a Fulfillment Project Manager - to join our Operations team in Portland. Alongside your team, you will work closely with internal departments and stakeholders as well as external clients to provide ad hoc support on the proprietary software, to address and solve fieldwork issues, and provide information to the development teams for software improvements. You will be part of a team focused on customer delivery and internal initiatives that push the business to achieve our dream of automated end-to-end market research. Your primary focus will be with fieldwork fulfillment and optimizing internal processes and tooling. The ideal candidate will have experience in a high performance environment, and be effective at personal time management, work prioritisation and multi-tasking.

• Establish a close working relationship with Customer Success and Sales teams who will work with you on finding the right balance between what our customers want and what works best with our platform.
• Build strong relationships with all internal stakeholders (Sales, Partnerships, Product Operations, Client Success, Product and Development teams) to represent technical blockers to client delivery and help drive adoption of platform features.
• Scoping project details including feasibility checks and audience designs.
• Lead customer delivery and fieldwork in a timely and efficient manner meeting team SLA’s.
• Act as trusted owner of all escalations when needed to streamline expectations of Fulfillment team.
• Be an expert on our platforms and comfortable with Panel Provider platforms.
• Leverage technical solutions to create efficiencies in our processes and help design a delivery process with automation as a central tenet.
• Integrated clearly into internal platform and tooling teams to partner to spot, size and work to prioritize and solving tooling problems that will prevent us from scaling.
• Understand and contribute to the business's metrics.
• Maintain documentation for all role’s activities including team processes, best practices, initiatives and FAQs

Who are you?

You’re an overly-organized, self-starter who rallies the troops and makes it happen. You are strong in both problem solving and the appropriate technical skills, to help understand and resolve raised issues and bugs. This is an opportunity for strong candidates to gain experience in the life cycle of agile software development, programming and customer communication environments.The ideal candidate will demonstrate an ability to juggle multiple projects, provide responsive customer service, and will proactively identify potential technology and/or service problems - leading the initiatives in the company for permanent resolutions.

Requirements

• Minimum 2 year professional experience in an operations and/or project management role
• Experience working in project management, sample design, or technical client services within market research
• Proven ability to work in a fast paced customer focused environment
• Curiosity for technology, marketing or consumer insights
• Excellent written and verbal communication skills
• Highly responsive while maintaining attention to detail
• Proactive, highly driven and self-motivated with a great sense of initiative
• Engaging
• Strong team player, yet also able to take ownership of tasks
• Organised
• Comfortable working with tight deadlines
• Calm under pressure
• Problem solving oriented
• A mind and voice for instigating change

Advantages:

• BA/BS Degree or equivalent
• Good negotiator

Benefits

• Competitive pay scales benchmarked annually
• Unlimited holidays - this is not a trap! We expect and encourage people to take plenty of leave.
• Work in a way that suits your lifestyle with flexible working and travel arrangements to/from work.
• Access to expert mental health resources and accredited therapists through Slack
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health Insurance Plan (50% employee contribution)
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%