Subject Matter Expert

📋 Description

• Provide subject matter expertise, guidance, and escalation support to IPMs handling complex
• Manage and prioritize Implementation Project and Case queues, ensuring timely resolution and
• Monitor key performance metrics including CSAT, DSAT, Cycle Time, BTFS, order accuracy
• Conduct reviews of customer dissatisfaction cases, recurring operational gaps, and process
• Collaborate with cross-functional teams to resolve project blockers, optimize workflows, and
• Deliver coaching and process guidance to IPMs, promoting process compliance, execution consistency

🎯 Requirements

• Bachelor's degree in Business, Project Management, Operations, Information Technology, or a related
• 3+ years of experience in project management, implementation operations, customer success, service
• Strong understanding of project execution, escalation management, queue management, and process
• Demonstrated ability to analyze operational metrics, identify performance gaps, and drive
• Excellent problem-solving, organizational, communication, and stakeholder management skills.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining a high

🎁 Benefits

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.