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.

Senior Installation Program Manager

Based in Burlington, VT, the Senior Installation Program Manager (SIPM) is responsible for all pod installation services purchased by Mamava customers. The SIPM works with the Fulfillment Program Manager to understand which customers and pods have installation services associated with them. Whereby, the SIPM determines which work will be performed by a project manager (direct report). The SIPM in partnership with the project manager ensures that all customer prerequisite information is complete, product inventory and logistics providers are ready and available, and that the customer and installation site is ready to receive technical crews and have their purchased pod(s) installed. The SIPM is accountable for ensuring that stakeholders have completed their responsibilities within the installation project while managing the installation dependencies and schedule.

The SIPM reports directly to the SVP, Operations & Integrated Systems, and works intricately with third party logistics (3PL) providers to deploy a network of installation technicians. The SIPM also partners with Mamava’s Customer Success Managers 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 SIMP uses technology and systems to manage the installation program, and ensures required data is captured within the appropriate internal systems. Data integrity is critically important and as such system administration of primary program management tools is an important component of this position. The SIPM keeps and maintains an installation schedule and will regularly and proactively keep stakeholders informed on progress.

Responsibilities:

Third Party Logistics Management:

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

• Work with Mamava Logistics Manager to confirm pod transportation

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

• Oversee 3PL scheduling of final mile transportation and installation crew deployment.

• Stay informed of 3PL communications to Mamava’s customers regarding scheduling installation crews. Determine if Mamava  Field Support Technician should be deployed as well.

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

• Establishes and maintains superior relationships with 3PL providers.

• Responsible for 3PL process improvement, performance measurement including KPIs, and resource optimization.

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

Staff Supervision:

• Supervise, train, and mentor direct reports to ensure quality and prioritization of work.

• Responsible for goal setting and performance reviews of direct reports.

Customer Service Excellence:

• Ensure customer readiness and minimum viable requirements are complete.

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

• 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.

Process Optimization:

• Develop data integrations and systems optimizations to reduce manual efforts, and increase efficiency and quality control.

• Define new and manage established key performance indicators (KPIs) and reports out via dashboards and reports regularly.

• Create and maintain operational efficiencies.

• Identifies, advocates, and partners cross functionally to achieve process improvement.

• Responsible for invoice reconciliation.

• Special projects, as required

• Provide on-call coverage as needed.

Qualifications: 

• Five to eight years of experience in project management or program management or related management roles working cross-functionally.

• Excellent customer service skills and orientation

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

• Technical acumen and strong organizational skills.

• Effective listening and analytical skills, as well as the ability to summarize information and offer solutions.

• Proven knowledge, expertise, passion for organization and process improvement

• 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 Management Tools (HubSpot), and Adobe.

• BS/BA in relevant field