Frontline Education
Customer Experience Project Manager
🇺🇸 Hybrid - Wayne, PA
🕑 Full-Time
💰 TBD
💻 Project Management
🗓️ December 4th, 2025
CRM
Gainsight
K-12
Edtech.com's Summary
Frontline Education is hiring a Customer Experience Project Manager. The role involves leading complex, cross-functional initiatives to enhance the customer journey for districts, schools, and educators by streamlining workflows, improving tools, and collaborating across departments to deliver scalable solutions. The position requires balancing people, process, and technology while using data and insights to guide decisions and support organizational strategy.
Highlights
- Lead end-to-end customer experience projects including planning, execution, and monitoring.
- Collaborate with Product, Engineering, Sales, Finance, Marketing, and CX teams to align projects with enterprise strategy.
- Optimize customer support, success workflows, and professional services to improve efficiency and satisfaction.
- Support CX system implementations and enhancements such as CRM and ticketing tools.
- Use data, dashboards, automation, and AI-enabled insights to measure impact and inform decisions.
- Manage scope, risks, dependencies, and provide regular project communication.
- 3–5+ years in project, program, or operations management with CX or SaaS experience preferred.
- Proficiency with project management software (Monday.com, Jira, Smartsheet, Excel) and familiarity with CX systems (Salesforce, Zendesk, Freshdesk, Gainsight).
- Strong communication, analytical, and problem-solving skills with experience in customer support workflows and metrics.
- Offers competitive salary, bonus eligibility, 401(k) plan with match, comprehensive health benefits, personalized time off, tuition reimbursement, and continuous learning opportunities.
Customer Experience Project Manager Full Description
Customer Experience Project Manager
Location: United States
Description
This role will be posted for 5 business days and will be posted until December 10, 2025.
Customer Experience Project Manager
Location: Hybrid to Wayne, PA or Naperville, IL. (remote considered)
How You’ll Contribute to Our Mission
As a Customer Experience Project Manager at Frontline Education, you’ll play a key role in improving the end-to-end journey for the districts, schools, and educators we serve.
You’ll lead complex, cross-functional CX initiatives that streamline workflows, improve tools, and strengthen the overall experience for customers and internal teams. Acting as a connector across Product, Engineering, Revenue Operations, Sales, Finance, Marketing, and CX, you’ll bring structure, clarity, and forward momentum to projects that impact thousands of educators, administrators, and school partners.
In this role, you’ll balance people, process, and technology considerations, using data and insights to guide decisions while keeping the human experience at the center. You’ll help teams adopt new capabilities, navigate change, and build scalable, sustainable solutions that align with Frontline’s broader strategy and priorities.
How You’ll Drive Success
You will:
Lead end-to-end CX projects
- Own CX initiatives from initiation through planning, execution, monitoring, and closeout.
- Build and maintain project plans, charters, timelines, and resource allocations that keep work organized and visible.
- Manage scope, risks, dependencies, and change control using disciplined, proactive methods.
- Provide regular project communication, including status updates and executive-ready summaries.
Align cross-functional teams around shared goals
- Partner closely with stakeholders across Product, Engineering, CX, Sales, Finance, Marketing, and other functions to ensure projects support enterprise strategy.
- Navigate a matrixed organization, building trusted relationships with decision makers and contributors at all levels.
- Facilitate meetings, working sessions, and debriefs that create clarity, alignment, and accountability.
- Support pre-solution scoping and estimating when your project expertise is needed.
Optimize CX workflows and processes
- Assess and refine customer support, customer success, and professional services workflows to improve efficiency and customer satisfaction.
- Identify friction points using data, feedback from frontline teams, and customer insights; translate these into practical solutions.
- Ensure process changes are clearly documented, communicated, and adopted across teams.
Strengthen systems, tools, and data integration
- Support implementation and enhancement of CX systems such as CRM platforms, ticketing tools, analytics solutions, and knowledge bases.
- Partner with Product and Engineering to operationalize new capabilities, supporting smooth rollout, enablement, and adoption.
- Use data and dashboards to identify trends, measure project impact, and inform decisions—leveraging automation and AI-enabled insights where appropriate to scale your impact.
Promote operational excellence and continuous improvement
- Lead retrospectives, feedback sessions, and post-launch evaluations to build learning loops into every project.
- Mentor peers and contribute to best practices around project management and CX operations.
- Stay aware of product roadmaps, release cycles, and emerging capabilities—and proactively surface what they mean for the customer experience.
What You Bring to Help Us Grow
You have:
- 3–5+ years of experience in project, program, or operations management; background in CX or SaaS is strongly preferred.
- The ability to independently lead large, strategic initiatives in complex, matrixed environments.
- Experience managing multiple concurrent, high-visibility projects with structured planning and follow-through.
- Strong written and verbal communication skills, with a talent for simplifying complexity for different audiences.
- Proven organization, analytical thinking, and problem-solving capabilities.
- Experience with customer support or success workflows, systems, and metrics.
- Proficiency with project management tools (for example, Monday.com, Jira, Smartsheet, Excel).
- Familiarity with CX systems such as Salesforce, Zendesk, Freshdesk, or Gainsight.
- Comfort working with data, including basic analytics and dashboard interpretation.
- PMP, Agile, Scrum, or PROSCI certifications are a plus, but not required.
- K-12 or EdTech experience is helpful, especially if you understand the challenges schools and districts face.
- Willingness and ability to occasionally travel to customers or internal sites when needed.
What You’ll Need to Thrive
You’ll thrive in this role if you:
- Are curious, proactive, and always looking for better ways to get work done.
- Feel comfortable with change and help others navigate it with empathy and clarity.
- Enjoy untangling complex problems and designing efficient, scalable solutions that work for both customers and internal teams.
- Build trust through collaboration, transparency, and clear communication.
- Have a high level of emotional intelligence and can influence, coach, and collaborate across functions and levels.
- Stay calm and solution-focused when handling escalations or complex operational challenges.
- Use technology and data thoughtfully—seeing AI, automation, and digital tools as ways to support people, not replace them.
- Bring a human-centered approach to decision-making, always considering the impact on educators, students, and colleagues.
Our Mission, Our People, Our Purpose
At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.
As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.
How We Support Growth, Balance, and Well-Being
• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
Continuous Learning and Growth
• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
Health, Happiness, and Purpose
• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
Compensation & Benefits
Compensation for this role will be competitive and commensurate with your experience, skills, and the impact you bring to the team. In addition to base pay, this role is eligible for Frontline’s comprehensive benefits package, which includes:
- Competitive salary aligned with internal equity practices.
- Eligibility for bonus or incentive programs, where applicable.
- 401(k) plan with company match and an Employee Stock Purchase Plan (ESPP).
- Comprehensive health benefits, including medical, dental, and vision coverage.
- Personalized Time Off, paid sick time, paid volunteer time, and ten paid holidays.
- Tuition reimbursement for eligible coursework and access to ongoing learning opportunities.
Specific details about compensation and benefits will be discussed during the interview process and may vary based on geography and experience levels.
Inclusion, Belonging & Equal Opportunity
Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.
Interview Process & Data Privacy
As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency. These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of the transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.
