International Readiness Project Coordinator/Manager

Job Description

Location: Austin, TX

Overview

This role owns and drives the Customer Support (CS) readiness plan for our client, a leading global technology company's international expansion. The International Readiness Project Manager will coordinate across Customer Support, Product, Engineering, Operations, and Legal to scope regional requirements, localize support content, stand up support tooling, and prepare OEM TV partners and advisors for launch. The role is accountable for building and running an operational readiness playbook - with clearly defined tasks, dependencies, and owners - and for reporting status, risks, and blockers on a weekly basis.

This position is in-office at our North Austin location.

Responsibilities

Region Feature Scoping & Localization: Scope region-specific features with Viewer Product; coordinate localization of knowledge base and Support FAQ content.
Tools & Systems Partnership: Partner with CS Product Management, Customer Care Engineering, and Content Developer team on the support site and CS tools, including Salesforce, ContentStack, Shelf (Internal Knowledge Base) and Amazon Connect.
Operations Coordination: Work with CS Operations on the support site model, advisor training, process flows, and business metrics reporting.
Legal & Compliance: Define country-specific support model requirements with Legal, including support channels and hours of operation.
OEM Partner Support: Support OEM TV Partner CS onboarding, including agent training and post-launch escalation support.
Operational Playbook & Governance: Build and maintain the launch playbook for each new region - see details below.
- Stakeholder discovery: Interview stakeholders across Product, Engineering, Operations, and Legal to surface the full set of activities required for launch and to build workback schedules from the target launch date.
- Project plan: Translate stakeholder input into a project plan with clearly defined tasks, dependencies, and named owners for each activity
- Visibility & escalation: Establish a reporting cadence and escalation path so blockers and risks are surfaced early, tracked to resolution, and escalated to the right owner when they threaten the timeline
- Weekly status reporting: Publish a weekly status update covering progress against the plan, upcoming milestones, and any blockers or risks that need attention.

Minimum Qualifications

5+ years of project or program coordination/management experience
Familiarity with customer service/support operations
Proven experience working cross-functionally with Product, Engineering, and business stakeholders such as Legal or Operations
Working knowledge of Jira or other project management tools
Strong meeting facilitation skills
Experience working with launching new products or initiatives at scale, globally
Experience creating playbooks for launching in new regions - outlining activities, dependencies, and owners
Skilled at stakeholder interviews and building workback schedules to derive a project plan
Track record of weekly status reporting, including proactively calling out blockers and risks

Schedule Requirements

Monday - Friday, US Business hours

Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.

Desired Skills and Experience

Managing complex, cross-functional projects
Working with Product & Engineering teams
Launching products/programs internationally
Building operational playbooks
Conducting stakeholder interviews and turning them into actionable project plans
Managing dependencies and deadlines
Executive/stakeholder communication and weekly reporting
Running effective meetings
Jira or similar project management tools

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations; if an accommodation is needed to participate in the job application or interview process, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

Representation Notice

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Privacy Notice

Vaco by Highspring respects your privacy and are committed to providing transparent notice of our policies.

California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
Virginia residents may access our state specific policies here.
Residents of all other states may access our policies here.
Canadian residents may access our policies in English here and in French here.
Residents of countries governed by GDPR and UK GDPR may access our policies here.

Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

· the individual's skill sets, experience and training;

· licensure and certification requirements;

· office location and other geographic considerations; and

· other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).

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International Readiness Project Coordinator