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Project Manager
Boundless Immigration
Operations
Seattle, WA, USA
Posted on Dec 20, 2024
Project Manager
Location: Seattle, hybrid role
Who Boundless Is
We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families and businesses. We are the largest player in the family immigration industry, and a high-growth challenger serving corporate clients. Across both consumer and business segments, we’ve aided over 100,000 individuals in their quest for U.S. residency.
We're backed by influential venture investors around the country, including Foundry Group (led by Brad Feld), Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective (Laurene Powell Jobs’ foundation), Two Sigma Ventures, and Jerry Yang.
Today, we are a dynamic growth-stage technology company with 350+ employees across the U.S. and Philippines. We are growing both organically and through strategic acquisitions. We are well-capitalized and positioned for long-term success.
Your Mission
The Project Manager at Boundless is a key role our client success operations, and serves as a cornerstone in our commitment to delivering the industry’s best client service. As a Project Manager, you will be at the forefront of our client success initiatives, wielding your expertise in meticulous case management, to navigate and oversee every aspect of our clients' cases, from inception to successful resolution. Your proactive approach to problem solving and your ability to effectively communicate with clients will play a pivotal role in fostering trust and satisfaction. Your client management experience will be invaluable in ensuring that our clients' needs are met with precision and timeliness. By taking ownership of their immigration processes, unblocking obstacles, and orchestrating seamless communication, you will contribute significantly to our clients' positive experience, cementing our reputation as a trusted partner in their immigration journey.
What You Will Do
- Act as the main liaison between the client and our internal teams, offering proactive and knowledgeable support and guidance, resolving issues or escalating them to appropriate channels when necessary;
- Manage a high volume of incoming inquiries from clients and internal teams, providing timely and detailed responses via email and calls;
- Initiate communication to obtain relevant updates, clarify requirements, or request additional materials for case processing as required by internal teams;
- Utilize our Overdue Task queues and At-Risk reporting tools to ensure all cases are filed on time in accordance to Retention, Recruitment, and Experience deadlines, and collaborate with internal teams and clients to proactively identify cases that have encountered delays or obstacles, taking proactive measures to expedite their resolution;
- Coordinate with Attorneys, Support Representatives, Data Review Specialists, and Case Production Specialists to facilitate a smooth workflow and timely completion of tasks, adhering to internal service level agreements (SLAs) on timely preparation of cases;
- Stay updated on product and immigration changes, attending company-organized training sessions and workshops to enhance knowledge and ensure a positive client experience;
About You
- Customer obsessed leader driven by a great customer experience
- Self-motivated with passion for results
- Have the combination of customer experience excellence, process-building skills, leadership skills and the ability to collaborate cross-functionally
- Ability to apply product knowledge to improve processes and achieve customer satisfaction
- Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
- Comfortable with ambiguity and rapidly-changing environments
- Roll-up-your-sleeves mentality
- Analytical and process-oriented mindset
- Thrive in a fast-paced industry and have a strong drive to prioritize client relationships, experience, and retention while maintaining quality standards and timelines
- Keen attention-to-detail with a sense of ownership in maintaining quality standards;
- Proven ability to effectively handle multiple tasks while prioritizing timely adherence to deadlines
Why work for Boundless?
Boundless offers employees the unique opportunity to grow professionally as leaders in the online immigration industry while driving positive social change. Every employee is essential to achieving our core mission of empowering every family to navigate the immigration system more confidently, rapidly and affordably.
We are trailblazers in the online immigration space because we aren’t constrained by convention - We think without bounds. Boundless is a place for employees who aren’t afraid to continuously try new things. We value a spirit of inquiry and look for individuals who ask questions and challenge ideas to move us forward, to understand the why. We encourage our employees to focus on outcomes over output and to address complex challenges with simple solutions. Boundless is all about ownership, accountability, and flexibility in how we approach our individual company roles, and the industry as a whole.
Compensation
Compensation for this role includes both cash and equity. The starting base salary for this position is typically $65,000-$90,000. Total compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process. Additionally, Boundless offers its U.S. full-time employees benefits.
Visit careers.boundless.com to learn more about Boundless, including our perks and benefits!