Subject Matter Expert

About the role

The Subject Matter Expert (SME) supports Implementation Project Managers on complex projects, escalations, and exceptions, ensuring adherence to processes and delivering successful outcomes.

Key responsibilities

• Provide expertise and escalation support to IPMs handling complex implementations and customer issues.
• Manage and prioritize implementation project and case queues, meeting SLA commitments.
• Monitor performance metrics such as CSAT, cycle time, and order accuracy, identifying trends and risks.
• Review dissatisfied cases and operational gaps, driving corrective and preventive actions.
• Collaborate with cross‑functional teams to resolve blockers and improve workflows.
• Coach IPMs on process compliance and execution consistency.

Required profile

• Bachelor's degree in Business, Project Management, Operations, IT or related field, or equivalent experience.
• 3+ years in project management, implementation operations, or customer success.
• Strong understanding of project execution, escalation and queue management.
• Proven ability to analyze metrics and drive continuous improvement.
• Excellent problem‑solving, communication and stakeholder management skills.

Required skills

• Microsoft Office applications
• Experience with CRM, case management or project tracking tools

What we offer

• Competitive compensation with base pay, incentives, overtime and shift differentials.
• Annual merit increase based on performance.
• Paid training (onsite or work‑from‑home).
• Discounts with corporate and retail partners.
• Health and life insurance, paid vacation and sick leave.
• Career development and growth opportunities.