Customer Success / Operations Project Manager

Job Description

Job DescriptionDescription:

About Us

Powerhouse Dynamics, a Middleby company, is the leading provider of IoT solutions for commercial kitchens through our Open Kitchen® platform. We help the world’s largest restaurant and foodservice operators reduce costs, improve efficiency, ensure food safety, and gain unprecedented visibility into their operations. Our connected equipment solutions are rapidly expanding across global brands, and we’re looking for a driven, detail-oriented operator to help scale deployment and onboarding programs.

About the Role

We are seeking a Connected Equipment Onboarding & Project Manager to drive the successful deployment, onboarding, and operational scaling of Open Kitchen® connected equipment programs. This role is ideal for someone who thrives in fast-moving environments, is tenacious about solving problems, and brings clarity and structure to complex, cross-functional work.

You will own customer onboarding workflows. Coordinate with internal and external stakeholders to manage timelines, oversee installation, and connectivity. Your main goal is to build repeatable and scalable processes. This role requires strong project management skills and a hands-on, solutions-oriented mindset.

Day-to-Day Responsibilities

• Manage end-to-end onboarding and installation projects for connected equipment across multiple customer programs
• Develop and maintain project plans, timelines, and communication cadences for internal teams, installers, OEM partners, and customer stakeholders
• Track equipment readiness, installation status, connectivity verification, and key program milestones
• Identify risks and blockers early and drive resolution across Operations, Product, Engineering, Support, and external partners
• Ensure consistent, high-quality deployment experiences that meet customer expectations and internal success criteria
• Own the customer journey from kickoff through “fully live” status, ensuring equipment is successfully connected to Open Kitchen®
• Develop onboarding workflows, checklists, SOPs, and documentation to standardize and scale customer and installer experiences
• Train internal teams and partners on onboarding processes and ensure consistent execution
• Monitor onboarding KPIs, including time-to-connect, installation success rates, repeat truck rolls, and overall program readiness
• Serve as a central point of coordination between Sales, Operations, OEM partners, and customers for connected equipment programs
• Identify gaps in process, documentation, and coordination; design and implement improvements that streamline deployment at scale
• Partner with RevOps/Sales Ops to build dashboards or tracking tools that provide visibility into program health and progress
• Contribute to new workflows supporting emerging equipment categories or OEM integrations
• Work cross-functionally to resolve technical, operational, and program-related questions, regardless of where ownership sits
• Coordinate with Engineering on connectivity requirements, Product on feature readiness, and Support on troubleshooting procedures
• Translate real-world deployment learnings into actionable process improvements and product feedback

Requirements:

Qualifications

• 3–5 years of experience in project management, onboarding, implementation, field services coordination, or program management. Ideally within IoT, SaaS, hardware, or technical operations
• Demonstrated success managing complex, detail-intensive projects with multiple stakeholders
• Strong organizational skills and comfort using structured project management tools and methodologies
• Process-driven mindset with the ability to design, test, and refine workflows
• Excellent communication and coordination skills across technical and non-technical teams
• Scrappy, persistent, and energized by problem-solving in ambiguous environments
• Ability to work independently, adapt quickly, and manage shifting priorities

We offer excellent compensation and benefits that start on your first day! We also believe in work/life balance.

No phone calls or third parties, please. Powerhouse Dynamics is an equal opportunity employer.