Customer Projects Manager
Overview
POSITION SUMMARY:
The Customer Projects Manager reports to the Director, Field Service Operations. The role carries two areas of ownership. First, it leads the planning and execution of special customer-facing projects - non-routine, high-complexity, or high-visibility work that sits outside the standing service cadence owned by the districts, including national account onboarding, multi-site equipment rollouts, new concept and pilot launches, and major location openings. Second, it owns the divisional quality assurance and preventative maintenance process - the standards, schedule, tracking, and customer reporting that govern how QA and PM work is defined and measured.
Process ownership and field execution are deliberately separated. This role defines QA and PM scope, standards, frequency, and reporting, and releases the schedule into the field. The Directors, Field Service and the District Service Managers own execution - completing inspections and maintenance on schedule and to standard within their regions and districts. Day-to-day service scheduling and routine installation work likewise remain with the districts.
SUPERVISORY RESPONSIBILITIES:
- Directly supervises the project management and quality assurance project team.
- Recruits, interviews, hires, and trains new staff.
- Oversees the daily workflow of assigned staff.
- Provides constructive and timely performance evaluations.
- Handles discipline and termination of employees in accordance with company policy and in coordination with Human Resources.
- Directs matrixed project resources - field service technicians, district leadership, installation vendors, and cross-functional partners - through the project lifecycle.
KEY RESPONSIBILITIES:
- Define scope, deliverables, timeline, resource requirements, and budget for assigned special customer projects.
- Apply the divisional intake criteria that determine which work is managed as a special project and which is executed through the standard district cadence; escalate borderline requests to the Director, Field Service Operations.
- Build and maintain project plans; manage dependencies, risks, and issues through to closure.
- Coordinate installation scheduling and sequencing with district leadership, the Planner, customers, and third-party vendors.
- Confirm site readiness - including utility, plumbing, electrical, and space requirements - in advance of scheduled installation.
- Execute project closeout, including asset record accuracy, billing readiness, and handoff of the account to the assigned district for ongoing service.
- Manage the opening calendar for assigned national and chain accounts in partnership with the sales support team; confirm equipment availability, resourcing, and delivery timing against committed customer opening dates.
- Lead multi-site rollout programs, including phasing, market sequencing, and resource planning across affected districts.
- Communicate schedule risk to Field Service Operations and the affected region as soon as it is identified.
- Own the QA and PM calendar; build the schedule, define coverage windows, and release scope into the field in coordination with the Directors, Field Service and the districts.
- Own completion tracking, exception reporting, and customer-facing reporting for all QA and PM programs.
- Maintain national account inspection requirements and allotted windows, and confirm that program commitments match contractual obligations.
- Analyze QA and PM results to identify recurring equipment, training, or process failures, and recommend corrective action to Field Service Operations and the regions.
- Deploy new and customer-specific QA and PM program scope, pilot new service offerings and program models, and document what is required to scale them.
- This role owns the process, standards, schedule, and reporting.
- Serve as the project-level point of contact for assigned customers throughout the project lifecycle.
- Communicate status, milestones, risks, and changes; escalate promptly where commitments are at risk.
- Resolve project-level customer concerns and escalate appropriately to protect satisfaction and retention.
- Partner with Sales, Marketing, Supply Chain, and Customer Service on project alignment and handoffs.
- Support RFP responses and proposals with project scope, resourcing assumptions, and implementation timelines.
- Facilitate cross-functional project meetings, driving decisions and maintaining momentum against milestones.
- Represent the company at customer meetings, trade shows, and training events as assigned.
- All other duties as assigned.
MINIMUM REQUIREMENTS:
- Minimum of a bachelor's degree preferably in Business Administration, Project Management, or another similar discipline. Applicable experience will be considered in lieu of a degree.
- Minimum 3 years of project or program management experience, including direct ownership of customer-facing project delivery.
- Demonstrated ability to manage multiple concurrent projects to schedule and within budget.
- Demonstrated experience leading a small team, including performance management and development.
- Ability to travel up to 50%, as required based on business needs, often requiring overnight stays to attend meetings, training, and other work-related events as scheduled.
- Advanced knowledge of Microsoft Word, Excel, and PowerPoint; experience maintaining project plans in a tracking tool.
- Excellent verbal and written communication skills, with the ability to present to customer and executive audiences.
- Strong analytical and problem-solving skills, with the ability to anticipate and mitigate project risk.
- Ability to be a team player but also work independently as needed.
- Valid driver's license and a motor vehicle record that meets company standards.
- Ability to successfully complete the pre-employment process.
PREFERRED QUALIFICATIONS:
- Experience with SAP is highly preferred.
- Project management experience in foodservice, beverage, hospitality, or consumer packaged goods.
- Working knowledge of commercial beverage equipment installation requirements, including water, drain, and electrical considerations.
- Experience supporting national account onboarding or multi-site rollout programs.
- Experience launching pilots or new service offerings and scaling them into standard operations.
- PMP or comparable project management certification.
PHYSICAL REQUIREMENTS:
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- Prolonged periods of sitting while working at a computer and while driving to and from customer locations.
- Ability to walk, stand, and move through active back-of-house and construction environments during site visits.
- Ability to lift up to 25 pounds with or without assistance.
- Occasional exposure to elevated noise levels and slick surfaces; use of required personal protective equipment.
COMPANY PROFILE:
Royal Cup, Inc. is the proven leader in sourcing, roasting, blending, and distributing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices, and commuters across the country. We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence that takes pride in our unparalleled dedication to customer care.
We are a large, privately held national importer, roaster, and distributor of coffees, teas, and related products that have been in business for more than 125 years. Royal Cup, Inc. currently provides products, equipment, and service to restaurants, hotels, convenience stores, businesses, and individuals throughout the United States, and we are growing!
At Royal Cup, Inc. having a customer-centric focus is not simply a motto; our employees believe we each have a responsibility to provide outstanding service to our customers. Our customer-centric focus results in actions we live by that not only retain our current customer base but grow our presence with new, high-impact accounts across the country based on exceptional products and service.
We believe serving our customers well, serves us well. We are results-oriented and strive to not only retain our current customer base but grow our presence with new, high-impact accounts across the country by offering exceptional products and service.
Royal Cup Coffee and Tea strives to be sustainably minded and a good corporate steward in all business endeavors. It is also what others expect of us – our employees, our customers and vendors, our local communities, and the coffee and tea industry we help represent. This mindset permeates the actions we take today for tomorrow.
BENEFITS:
Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well-caffeinated team, the benefits program includes healthcare, dental, vision, 401(k), company-paid life and disability insurance, Flexible Spending Account plan, select tuition reimbursement, paid parental leave, remote work opportunities, paid holidays, and vacation time. We also provide ongoing training that is designed to provide maximum success for our employees.
Royal Cup is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at 1-800-366-5836.
