Mamava is a women-owned, B Certified corporation based in Burlington, VT. Empathetic to today’s culture of breastfeeding, we help women meet their breastfeeding goals by providing places to pump or breastfeed, a mobile app, and a network of community support, and valuable content.

Our physical and digital platforms offer editorial merged with contextual commerce and advertising, allowing like-minded brands a gateway to our highly desirable mama audience.

Installation Project Manager

Under the supervision of the Installation Program Manager, the Installation Project Manager (IPM) ensures the success of each pod installation project assigned to them. The IPM confirms that all customer prerequisite information is complete, product inventory, and logistics providers are ready and available, and that the customer and installation site are ready to receive technical crews and have their pod(s) installed. The IPM is accountable for ensuring that stakeholders have completed their responsibilities within the installation project while managing the installation dependencies and schedule.

The IPM reports directly to the SVP, Operations & Integrated Systems, and has a dotted line to the Installation Program Manager.  The IPM works intricately with third party logistics (3PL) providers to deploy a network of installation technicians. The IPM also partners with Mamava’s Customer Success Managers (CSM) to ensure that customers understand the production and installation process and what is required of them (and their team). In partnership with Mamava’s Logistics Manager, 3PL providers, and Mamava’s customers, this role also tracks customer purchased pods that are warehoused and may need consolidation services prior to installation.

The IMP uses technology and systems to manage each installation and ensures required data is captured within the appropriate internal systems. In this role, it is essential to balance labor costs and material costs while meeting project deadlines and quality standards.

Responsibilities:

• Partner with Mamava Fulfillment Program team to track pod availability and schedule transportation.

• Ensure customer readiness and minimum viable requirements are complete.

• Obtain installation, warehousing and/or consolidation, transportation quotes from 3PLs, as needed.

• Stay informed of 3PL communications to Mamava’s customers regarding scheduling installation crews. Work with Installation Program Manager to determine if Mamava Field Support Technician should be deployed as well.

• Hold 3rd party logistics company’s project coordinators accountable for overseeing installation crew members on site and completion of required service level agreements (SLAs) per installation and escalate, as required.

• Work directly with customers to resolve installation issues looping in the Support team, as needed.

• Ensure installations are completed on time and to specifications.

• Work closely with the Installation Program Manager, to create and maintain operational efficiencies.

• Track 3PL on-site pod assembly, crew performance, and quality assurance.

• Ensure pod post installation customer satisfaction, and Pod APP quality assurance acceptance/verification testing is performed by CSMs.

• Accountable for post pod installation Customer Success transition: Help Center; Service Plans; Usage Reports; 30/60/90 post installation check-ins; APP verification & User Experience feedback; CSAT Survey, Installation close/compilation.

• Establish and maintain superior relationships with 3PL providers.

• Perform monthly reviews of SLAs and key performance indicators (KPIs) for 3PL service partners, and escalate to SVP, Operations & Integrated Systems for holding partners accountable.

• Responsible for invoice reconciliation for assigned installations.

• Special projects, as required.

• Provide on-call coverage, as needed.

Qualifications:

• Two to three years of experience in Customer Service, Project Management or related fields.

• Demonstrated ability to successfully manage a variety of professional relationships.

• Strong organizational skills.

• Excellent communication skills – verbal and written.

• Problem solver with the ability to anticipate and mitigate risk.

• Self-motivated and proactive with demonstrated creative and critical thinking capabilities.

• Working knowledge of Microsoft Office (Word, Excel, PowerPoint), CRM tools (HubSpot) desired.

• Two to four year college degree in relevant field