Customer Onboarding Project Manager

The Customer Onboarding Project Manager is an individual contributor project ownership role responsible for the end-to-end execution of customer onboarding projects and business transition initiatives within an assigned pillar or region. This role owns onboarding milestones, coordinated intercompany account-transfer plans, and cross-functional execution across Sales, Customer Service, Plant Operations, and IT/Systems. Success requires strong influence without direct authority, proactive risk management, and the ability to align stakeholders so new business and transitioning business are brought online smoothly and without service disruption. When not actively engaged in an onboarding or transition project, the OPM supports adjacent CS transformation work, including training delivery, automation initiatives, and overflow order-management coverage.

This is an individual contributor role with significant cross-functional coordination and influence responsibility & will report to the Regional Customer Service Manager of the PNW. The ideal candidate will be located in/around the Petaluma, CA area and willing to work a hybrid schedule at the plant to support onsite activities. Travel to locations within the region is expected to fluctuate with an average of 25% total.

Key Responsibilities

Onboarding Project Management

• Own execution of the onboarding SOP and milestone checklist for assigned accounts, from kickoff through steady-state handoff.
• Coordinate heavily across Sales, CS, Plant Operations, IT, Finance/Accounting, and other internal partners to keep onboarding on schedule, remove barriers, and identify risks early.
• Track and report onboarding status, compliance intake completion, and CSAT survey results to the pillar sponsor and CX Project Manager.
• Serve as the day-to-day point of contact for new or transitioning customers during the onboarding period.

Business Transition & Intercompany Transfer Support

• Lead coordinated business transition and intercompany account-transfer projects, including inventory, tooling/plate movement, ERP account setup or re-mapping, and cutover scheduling.
• Build and manage customer communication plans so accounts experience a seamless transition.
• Monitor post-transition performance (STP/STR and related metrics) to confirm service levels remain stable.
• Partner with the sending and receiving plant CS teams to resolve issues quickly during the transition window.

Secondary / Bench Support

• Assist with training and automation projects (e.g., Emailgistics/Power Automate workflows) as capacity allows.
• Provide overflow order management support during peak periods, PTO coverage, or role vacancies.
• Take on ad hoc CS transformation project work as assigned by the VP Customer Experience or pillar sponsor.

• Bachelor's degree or equivalent professional experience.

• 5+ years of manufacturing, packaging, or customer onboarding/implementation background; project management experience preferred.

• Strong cross-functional influence, stakeholder management, and project leadership skills; comfortable driving alignment across Sales, CS, Plant Operations, IT, Finance/Accounting, and other internal partners without direct authority.

• Familiarity with ERP/CRM systems; LabelTraxx or Radius experience a plus.

• Ability to travel (~25%) to plants as needed for onboarding, business transition, or intercompany transfer projects.

• Clear, confident communicator, both with customers and internal stakeholders.