MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Project Manager – SaaS Platform
Location: Remote (Eastern Time Zone Preferred)
Type: Full-time

We are a fast-growing SaaS platform in the Customer Experience (CX) space, and we’re looking for a Project Manager to join our team. If you have a passion for running pilot programs, crafting clear documentation, and owning the adoption and ongoing success of our software products, this role is for you!

Focus Areas:

• Client & Internal Stakeholder Enablement

• Software Rollout & Adoption

• Documentation, Training & Policy Development

Responsibilities:

• Own software feature adoption across internal operations and client accounts.

• Serve as the bridge between engineering, operations, and client stakeholders to ensure product releases are successful and aligned with business needs.

• Understand roadmaps and translate them into clear, actionable rollout plans.

• Develop project timelines, track milestones, and drive accountability

• Own the creation of usage guides, training materials, and SOPs.

• Support compliance by documenting internal protocols and workflows.

• Facilitate client onboarding, training sessions, and feedback loops

• Continuously improve processes related to delivery, communication, and engagement.

Requirements:

• 4+ years of experience in software / saas project or program management

• Familiarity with software development processes, particularly Agile methodologies.

• Strong communication and organizational skills, with the ability to translate between technical and non-technical audiences.

• Demonstrated ability to manage multiple projects simultaneously

• Proven experience developing and managing documentation (e.g., internal playbooks, client training resources, compliance docs).

• Comfort working with a distributed team (Eastern Time Zone)

Nice-to-Haves:

• Experience with SaaS platforms or customer service tools (CRMs, help desks, etc.).

• Experience working in the BPO, call center, or customer service space.

If you’re passionate about delivering software that sticks—by making it understandable, adoptable, and operationally effective—we’d love to hear from you!