Fulfillment Project Manager

Ava Pods, from the creators of Mamava, designs and manufactures purpose-built privacy pods for focused work, wellness, and lactation. Its roots date to 2013, when its founders pioneered the freestanding lactation pod category with Mamava. Women-founded and led, Ava Pods assembles its pods at its Vermont facility and helps organizations make space for privacy, care, and connection across workplaces, airports, venues, campuses, healthcare settings, and public spaces nationwide.

The Fulfillment Project Manager (FPM) reports to the Fulfillment Manager and works cross-functionally across Sales, Manufacturing, Logistics, and Operations to lead the successful execution of product and service deliveries. Based in Burlington, VT (hybrid), this exempt role oversees the entire project lifecycle—from signed purchase agreement through orientation, installation, Smart product connectivity, and final customer acceptance.

Acting as the primary bridge between customers, internal teams, and 3PL partners, the FPM guides clients through onboarding to deliver a seamless experience. Success in this role requires proactive communication, rigorous attention to detail, strong vendor management, and a knack for proactive planning and risk mitigation to keep operations running friction-free.

• End-to-End Project Management:
  Lead the fulfillment, delivery, site preparation, and installation of all products and services (excluding aftermarket repairs/warranties), including managing key, high-volume accounts.
• Order & Systems Management:
  Create, track, and audit sales orders and customer data across core systems (SageX3 ERP and Hub Spot CRM) to ensure complete operational accuracy.
• Customer Onboarding & Communication:
  Serve as the primary point of contact via Hub Spot ticket system—guiding clients through prerequisite forms, coordinating custom graphics/orders, and delivering product/service orientations.
• Logistics & Partner Coordination:
  Partner with strategic 3PL providers and installation crews to issue work orders, schedule site deployments, and resolve post-installation issues alongside the Service team.
• Financial & Administrative Operations:
  Handle standard quoting, PO generation, fee processing, recurring financial reconciliations, and on-call coverage as needed.
• Process Improvement & Growth:
  Monitor communication efficacy, meet KPIs/SLAs, advocate for operational enhancements, and route upsell opportunities back to Sales.

• Experience &
  
  Education:
  
  2–4 years of experience in customer service, project management, or a related operational role;
  Bachelor’s degree preferred.
• Systems & Tools:
  Proficiency with Google Workspace, CRM (Hub Spot), and ERP (Sage X3) software preferred.
• Partner & Vendor Management:
  Demonstrated experience coordinating with external vendors and 3PL partners to drive project execution.
• Relationship & Stakeholder Management:
  Proven ability to build and maintain strong collaborative relationships across diverse teams and working styles.
• Communication & De-escalation:
  Exceptional written and verbal communication skills, with an empathetic approach to resolving customer friction and offering effective solutions.
• Problem Solving & Risk Mitigation:
  Proactive, critical thinker capable of anticipating risks, troubleshooting issues, and delivering creative solutions.
• Organization & Process Improvement:
  Detail-oriented multitasker with a passion for streamlining operations, optimizing workflows, and tracking team KPIs.
• Travel Flexibility:
  Ability to travel occasionally as required.