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Project Manager - Client Operations Associate

Client Operations | Cambridge, MA | Full Time

Job Description

About Freebird 

We are a fun, passionate team tackling a $60B pain point in travel. Freebird’s founding principle is simple: GETTING THERE MATTERS. Whatever the reason for travel, it’s critical travelers reach their destination. Unfortunately, flight disruptions can wreak havoc on travel plans. We employ cutting-edge data science, machine-learning, deep domain expertise, and great mobile product design to delight our customers. 

We’ve got a working product with real customers and big partners, and we’ve raised $8.5M from top-tier investors including General Catalyst and Accomplice. We are growing the team -- we need thought partners and smart leaders to help us improve travel for everyone. Won't you join us?

The Role

We’re looking for a Client Operations Associate to manage the client facing operations of a quickly growing portfolio of travel agency partners and corporate clients. This is a role that requires equal parts customer success and operational execution. You’ll be the primary point of contact for our partners and clients, monitor their progress with Freebird, and make sure they’re loving their experience with us! We’re excited for you to be an instrumental part of our team helping to grow business (exponentially) and making travel managers happy.

Here’s what you’ll do:

  • Become a Freebird implementation and onboarding expert with a deep understanding of ops systems and requirements, guiding our partners and clients through the process

  • Work with live clients and TMCs day to day to ensure their experience with Freebird is smooth, efficient and as advertised so that they love the Freebird service and are a receptive audience to other Freebird team members selling them on new features, products or services and soliciting testimonials.

  • Communicate effectively on a daily basis across Freebird and partner teams to ensure timely, thoughtful, and consultative relationships emerge

  • Quarterback various projects between the customer service team, engineering, and business development teams

  • Help generate externally facing slide decks and one-pagers for partner and client education

  • Work with sales and account management to prepare quarterly business reviews for clients

Sound like you?

  • You have 2-4 years professional experience leading client-facing, high-impact B2B implementations or partnerships

  • You have worked at a startup or on a small team, leveraging limited resources to accomplish BIG goals

  • You have experience guiding multiple stakeholders through complex and intricate ops processes

  • You are affable, outgoing, responsive, thoughtful, high EQ, empathetic, and scrappy -- with a track record to prove it.

  • You have high attention to detail and are able to work with multiple communication styles.

  • You think outside the box and never accept a system or rule as static; you constantly tinker to make things better.

  • You are resilient.  You tackle tough problems, plough through roadblocks, and always seem to find a way.

 

Interested? Send us your resume and a note letting us know why you'd like to join our team!