Project & Operations Manager, Employee Impact

We're looking for a Project & Operations Manager (Employee Impact) for one of our top-tier tech clients. Giving and volunteering are core to their company culture, with employees participating at rates well above industry norms. As a result, the Employee Impact (EI) team fields a high volume of information and support requests every single day.

We have a bold vision to achieve lower caseloads, higher automated deflection, and stronger overall operations. To get us there, we are looking for a strategic, hands-on Project and Operations Manager for a 6-month engagement. In this role, you will deeply analyze our current internal customer service ecosystem, identify gaps, and design a scalable, automation-first roadmap for the future.

Key Responsibilities

Project Governance & Stakeholder Management

• Identify key stakeholders across Employee Impact, Operations, and Global Business Services (GBS); align with the Executive Sponsor and set up a regular cadence for updates.
• Design and own a RACI matrix for critical decision points, validation of findings, and final recommendations.
• Establish clear quantitative targets (e.g., % reduction in direct message volume, caseload deflection rates, and Knowledge Base article coverage).

Comprehensive Deep-Dive & Discovery (Month 1)

• Interview the EI team to map all formal and informal support channels. Validate existing support estimates (including ~3,000 untracked Slack DMs) and review current baseline materials (Basecamp articles, FAQs, canned responses).
• Partner with the Benevity Account/CSM team to understand platform constraints and roadmap opportunities. Collaborate with ES Ops, NextGen Support, and the Agentforce team to assess AI deflection potential and analyze pilot data.
• Project manage the upcoming July Employee Impact Survey in partnership with the Listening Team. Expand the survey audience, manage language translations, and coordinate with Comms on the outreach timeline.
• Conduct focus groups and office-hour deep dives, with a specific focus on high-volume user segments (e.g., India-based employees handling ~33% of VTO requests, Story Pirates participants, and swarm case filers).
• Consult with AI internal experts (e.g., AI Design Lab) and peer companies with mature corporate giving programs to learn what support models and automations are working best.

Synthesis, Recommendations & Roadmap (Month 2)

• Map the complete end-to-end Employee Journey for support requests, identifying systemic friction points and blockers.
• Evaluate Slack-native solutions as the primary support experience (e.g., Slackbot-deflected FAQs, channel consolidation, and automated workflows).
• Deliver a comprehensive proposal categorized by Level of Effort (LOE), technical complexity, and resource needs, broken down into: Immediate Wins (90-day action plan), Near-term Investments,Strategic Big Bets, FY28+ Steady State resource estimates

Implementation & Knowledge Transfer (Months 3-6)

• Lead the hands-on implementation of approved 90-day "Immediate Wins" within the contract timeframe.
• Dedicate the final 2+ weeks of the contract to robust knowledge transfer. Create thorough process documentation for new workflows, ensure clear transfer of ownership, and hand off key business relationships to ensure long-term success.

Required Qualifications & Experience

• 5+ years of experience in project management, operations, employee experience or internal customer service transformation.
• Proven ability to map complex user journeys, identify operational bottlenecks, and translate qualitative interview data into quantitative action plans.
• Strong familiarity with automation tools, Knowledge Base (KB) management, and AI deflection strategies. Deep expertise in building Slack-native workflows and managing enterprise platforms (experience with Benevity is a huge plus).
• Experience project managing multi-language employee surveys, working alongside communications and data analytics teams.
• Comfortable navigating cross-functional teams (Ops, GBS, HR, Execs) and driving consensus via framework tools like RACI.

Compensation Range: $45 - 55/hr DOE

The range provided is our reasonable estimate of the compensation for this role. The actual amount may be higher or lower, based on factors such as experience, knowledge, skills, abilities and location.