Senior Project Manager, Process Improvement Specialist

PracticeTek

. Lead complex, cross-functional Customer Success programs from charter through implementation, adoption, and benefits realization .

Posted 10/10/2026full-timeSan Diego • California • United StatesSenior💰 $135,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading complex, cross-functional Customer Success programs, focusing on process improvement, governance, and measurable outcomes. Proficient in stakeholder management, executive communication, and utilizing performance data to drive operational excellence.

Highest-signal resume keywords

Project ManagementProcess MappingRoot-Cause AnalysisB2B SaaS ExperiencePMP Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Program ManagementOperational ExcellenceBusiness TransformationWorkflow RedesignContinuous-Improvement MethodsGovernance EstablishmentAnalytical SkillsDecision-MakingPerformance MeasurementChange Management

Soft Skills

Stakeholder ManagementExecutive CommunicationFacilitationOrganizationDocumentation

Tools & Technologies

CRM PlatformsCustomer-Success ToolsService-Management ToolsAnalytics PlatformsCollaboration ToolsReporting Tools

Certifications & Qualifications

PMPPgMPLean Six SigmaProsci

Industry Keywords

Customer SuccessB2B SaaSPost-Sale OperationsHealthcare TechnologyProcess Improvement

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Lead complex, cross-functional Customer Success programs from charter through implementation, adoption, and benefits realization
Define business outcomes, scope, success measures, roadmaps, decision rights, owners, dependencies, and resource needs with senior leaders
Map and improve end-to-end customer and internal workflows
Remove bottlenecks, unclear handoffs, avoidable rework, and inconsistent practices across teams and brands
Create governance and operating discipline covering priorities, risks, decisions, commitments, and tradeoffs
Use performance data, employee insight, and customer evidence to validate improvements and identify high-value opportunities
Own integrated program plans with milestones, workstreams, dependencies, resources, risks, decisions, and measurable outcomes
Maintain portfolio visibility to support prioritization, sequencing, capacity management, and tradeoff decisions
Lead discovery and planning sessions to create executable charters, work plans, roles, deliverables, and acceptance criteria
Drive execution across functions and brands, escalating issues with facts, options, and recommendations
Close programs by confirming deliverables, transferring ownership, documenting lessons, and measuring benefits
Facilitate current-state and future-state process mapping across the customer lifecycle
Conduct root-cause analysis using workflow data and frontline input
Design future-state processes with roles, decision rights, service expectations, escalation paths, controls, and documentation
Partner with Customer Success Operations, Reporting, Data and AI leaders on visibility, measurement, automation, and scalable execution
Pilot changes, incorporate feedback, and scale improvements after demonstrating better outcomes
Facilitate governance forums, working sessions, decision reviews, and operating checkpoints
Surface cross-functional conflicts and tradeoffs and help leaders resolve issues
Provide concise executive communications on progress, risk, decisions needed, and business impact
Create communication, training, readiness, and adoption plans for major initiatives
Prepare teams for new roles, workflows, tools, standards, and performance expectations
Track adoption and behavior change and coordinate corrective action
Transition completed work to accountable business owners with documented standard work, measures, governance, and support expectations
Define baselines, leading indicators, outcome measures, and reporting expectations
Monitor schedule, scope, capacity, dependencies, risk, adoption, and benefits realization
Maintain transparent logs for decisions, actions, issues, and changes
Conduct retrospectives and post-implementation reviews
Build a reusable Customer Success project and process-improvement toolkit

Requirements

What you’ll need

7+ years of progressive experience in project management, program management, operational excellence, business transformation, process improvement, or a related discipline
Proven success leading complex, cross-functional initiatives from ambiguity through implementation, adoption, and measurable results
Experience partnering with senior leaders and influencing teams without direct authority
B2B SaaS, Customer Success, post-sale operations, or healthcare technology experience strongly preferred
Strong capability in process mapping, root-cause analysis, workflow redesign, operating controls, standard work, and continuous-improvement methods
Ability to establish governance, manage interdependent workstreams, resolve execution risks, and communicate tradeoffs and recommendations clearly
Strong analytical and business judgment
Ability to translate operational data and qualitative evidence into practical decisions and improvement priorities
Exceptional facilitation, executive communication, stakeholder management, organization, and documentation skills
Proficiency with modern project, collaboration, workflow, and reporting tools
Experience with CRM, customer-success, service-management, or analytics platforms is a plus
PMP, PgMP, Lean Six Sigma, Prosci, or comparable project, process-improvement, or change-management certification preferred but not required
Practical, low-ego working style combining urgency, curiosity, follow-through, and respect for functional leaders’ and frontline teams’ expertise

Benefits

Comp & perks

Comprehensive health, dental, and vision coverage options
Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
Flexible paid time off
Sick time
10 company-paid holidays
401(k) plan with company match
Culture Committee initiatives supporting connection, fun, and belonging
Potential additional compensation such as bonuses or equity, as applicable
Flexible opportunity to contribute across multiple brands
Career and skills growth in an environment supporting continuous development