Customer Services Project Manager

Overview

 

The mission of our Customer Project Management Office (PMO) is to ensure seamless coordination and delivery of projects, exceeding customer expectations. Through meticulous planning, execution, and continuous improvement, we aim to optimize resource utilization and drive long-term customer satisfaction.  The Customer Project Management team focuses on overseeing the end-to-end execution of customer projects, ensuring timely delivery and quality outcomes.

Key initiatives involve working with our project governance framework, set up and enable cross-functional collaboration, and use data-driven insights aka FACTS only for informed decision-making, ultimately driving sustainable project success and fostering long-term customer relationships.

 

Responsibilities:

• Be the Voice of the Customer: Serve as the primary point of contact for a portfolio of cinema customers, understanding their unique needs and ensuring their vision is realized
• Lead Cross-Functional Teams: Coordinate with engineering, logistics, sales, service, marketing, content team, product and support teams to deliver seamless projection system rollouts and HDR solution implementations
• Deliver with Precision: Define project scope, develop detailed plans, mitigate risks like a pro and track progress to ensure on-time, on-budget delivery
• Build Lasting Partnerships: Develop trusted relationships with key stakeholders, from technical managers to C-level executives in the cinema industry
• Communicate Transparently: Provide regular updates on project milestones, risks, and outcomes to both customer and internal teams
• Drive Continuous Improvement: Analyse project performance and customer feedback to identify opportunities for innovation and service excellence
• Conduct periodic site visits to better understand and enhance the customer experience

 

Required education, experience and competencies

• Industry Experience: 5–7 years in project management, ideally in cinema technology, AV systems, or entertainment tech
• Leadership: Strong ability to lead diverse teams and drive accountability across departments
• Customer Focus: A passion for delivering tailored, high-impact solutions that enhance the cinema experience
• Communication Skills: Excellent at presenting, listening, and influencing across all levels of an organization
• Tech Savvy: Comfortable working with cloud-based project management tools and Excel; familiarity with projection systems is a plus
• Certifications: The right attitude matters most 
• Every now and then, you have the opportunity to join customer meetings or support at installations in your region

 

Essential Functions

• Office Environment - Job performed in normal office environment including 6-8 hours a day of sitting, computer activities, communication skills, intermittet standing, limited lifting, physical activities or exposure to regular office conditions. 
• Ability to lift, carry, or position equipment or components (typically up to 50 lbs). 
• Travel by flight and / car. Ability to conduct on-site customer meetings, product demos or support activities. 
• Ability to walk, bend, reach, and move between office, lab, areas as needed. 
• Ability to connect, unplug, handle, or manipulate cables, small parts, or handle equipment. 
• Regular business hours apply; however, occasional overtime or adjusted work hours may be required. 
• Work may require approaching or handling prototype units, displays, system components. 
• Must comply with all environmental, health, safety, and security protocols.