Job Description

Customer Experience Project Manager - PART TIME, contract

Location: Remote (U.S. only)

About Us:

Knapsack is a fast-growing SaaS company that is revolutionizing how the largest companies in the world design, deliver, and manage category-defining digital experiences. As we scale from ~20 to 50+ team members, we're building a world-class team focused on customer outcomes, operational excellence, and product-led growth.

The Role:

The Customer Experience (CX) Project Manager (PM) is an essential operational leader and coordinator — working closely with key account stakeholders, deeply focused on execution, and instrumental in helping our customers realize the full value of their engagements. This role is about unlocking delivery velocity: not through strategic advisement or relationship building, but by ensuring projects run on time, maintaining immaculate delivery hygiene, and driving shared accountability across complex, high-stakes enterprise environments.

You'll work across the full project lifecycle — from kick-off to close-out — acting as the engine for the Sales, Services, and Product teams. You'll manage timelines, orchestrate resources, activate cross-functional teams, and surface risks that keep Knapsack engagements on track. The ideal candidate has lived through complex project delivery and is ready to help others succeed — with a toolkit full of foresight, pragmatism, and rigorous organization.

Fundamentally, this role is about advocating for the timeline, the budget, the quality, the process, the ROI, and always being a meticulous planner and servant leader of the efficient execution of digital product initiatives at enterprise scale.

Key Responsibilities

• Own project plans, timelines, and delivery milestones for active services engagements
• Facilitate project kickoffs , recurring status check-ins, and milestone reviews
• Track scope, dependencies, risks, and delivery health across engagements
• Maintain clear documentation (project plans, RAID logs, action items, timelines)
• Coordinate across internal teams (e.g., Solutions, CX, Product, Engineering as needed)
• Ensure client expectations remain aligned with delivery reality
• Flag risks early and drive mitigation plans
• Support delivery leaders with capacity awareness and sequencing
• Produce concise status updates for internal and client stakeholders

What Success Looks Like

• Projects consistently hit key milestones with minimal last-minute fire drills
• Delivery teams have clarity on priorities, timing, and dependencies
• Clients feel informed and confident in progress—even when timelines shift
• Delivery leads spend less time managing logistics and more time delivering value

Ideal Background

• 4–8+ years of experience in project or delivery management , ideally in:
  • SaaS
  • Professional services
  • Consulting
  • Digital or technical delivery environments

• Experience managing long-running, multi-phase engagements
• Comfortable working part-time across multiple concurrent projects
• Strong written and verbal communication—clear, concise, and structured
• Pragmatic, calm, and proactive under ambiguity

Tools & Working Style

• Experience with tools like Asana, Jira, Notion, Linear, Smartsheet, or similar
• Comfortable operating in async, remote-first environments
• Bias toward lightweight process that supports delivery (not bureaucracy)

Nice to Have

• Experience with design systems, component libraries, or dev/design collaboration workflows
• Experience supporting customer-facing or revenue-generating engagements
• Familiarity with SaaS implementation, enablement, or change management projects
• Prior contract or fractional PM experience

Role Details

• We estimate 10-20 hours/week
• Knapsack is fully remote
• $50/hr 

About Knapsack:

Knapsack is the digital production platform for enterprise teams. We are the infrastructure that powers how the largest companies in the world build, deliver, and govern digital products at scale. By connecting design and code into a real-time system of record, product teams move faster today and are ready for AI-native production tomorrow.

As a team, we strive to approach every opportunity, every challenge, every conversation with our core values top of mind:

1. Honor openness and vulnerability. We believe that diverse voices are important and lead to better solutions. We foster an environment where opinions and feedback are not only heard, but carry weight. We are kind and empathetic in our communications with each other and regularly express gratitude for each other's contributions. Feedback is delivered compassionately and intended to inspire growth. 
2. Practice mindfulness and intentionality. Our actions are centered around our intentions and aligned toward shared outcomes. We communicate with intentionality—we focus on the future, not just the present. We respect the humility of not knowing and appreciate questions as much as answers. We use our voices, drive, and experiences to find ways to improve the business while growing as a team and individuals.
3. Prioritize shipping, not perfection. To get our customers the tools they need as quickly as possible, we want to ship good—not perfect. To achieve this, we keep communications and planning as simple and straightforward as possible. We strive to be iterative in our workflows; with strong beliefs loosely held we can react to customer feedback and build great products for our users.
4. Act with user empathy. User needs and struggles are at the heart of our work. Empathy for, and direct feedback from our users guides us and keeps us aligned towards shared goals.

If you share this vision, we'd love to work with you at Knapsack. Knapsack is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a special need that requires accommodation, please let us know.

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