Team Lead, Project Management

Role Overview We are seeking a Team Lead, Project Management who is a seasoned people and process leader with a passion for delivering exceptional customer experiences and building high-performing teams. You have a proven track record of managing remote teams, ideally in a fast-paced, digital-first environment. You are a "people-first" leader who balances empathy with accountability, knows how to motivate and coach, and thrives on solving problems creatively. You are ultimately accountable for the customer experience delivered by your team; you are data-informed, tech-savvy, and love transforming complex challenges into operational opportunities. Key Responsibilities People Leadership & Development Team Management: Lead, mentor, and develop a team of US-based Project Managers focused on B2B orders. Culture Building: Foster a culture of ownership, growth, and accountability through regular coaching, feedback, and structured performance reviews. Performance Management: Monitor individual performance against key metrics. Implement swift, proactive action plans for continuous improvement and address underperformance immediately to ensure the customer experience is protected. Talent Acquisition: Assist with hiring, onboarding, and training, ensuring new hires are fully aligned with company values and operational standards. Operational Support: Conduct regular 1:1s, maintain 30/60/90-day onboarding documentation for new joiners, and manage team coverage/schedules. Operational Excellence & Process Management Performance Tracking: Drive team KPIs (On-Time Delivery, Quality Assurance, Response Time, and Escalation Management) through data-driven action plans. Escalation Oversight: Serve as the final point of escalation for complex issues, ensuring prompt, professional resolution. Cross-Functional Collaboration: Partner with Product, Logistics, and Marketing teams to identify customer pain points and provide feedback that drives process improvements. Hands-on Contribution: Maintain expertise in our processes by managing a select portfolio of projects independently. Note: When team size is below 5 Project Managers, you will be expected to absorb a portion of the individual contributor workload. Operational Expectations Success in this role requires consistent diligence and process hygiene. You will be expected to: Communication & Engagement: Engage with your team daily to provide support, answer questions, and address blockers. Task & Email Management: Respond to all assigned tasks within established SLAs and address emails/requests for assistance within the same business day. Process Hygiene: File JIRA tickets for all team-related issues to ensure visibility and tracking. Co-lead weekly PM team meetings. Maintain transparent communication with leadership regarding attrition risks and performance concerns. Hiring: Attend all scheduled interviews and submit a completed scorecard within one hour of the interview’s conclusion. Special Projects: Lead or participate in cross-functional initiatives designed to elevate the customer journey, reduce friction, and increase retention.