Ecommerce Project Manager

Work with the support team to ensure all incidents are resolved within SLA, and that monitoring is in place and set up correctly.

Maintain an active Continual Service Improvement (CSI) programme to establish root causes of problems and fix these through ongoing roadmap delivery releases.

Maintain day-to-day accountability for the ownership and resolution — including escalation where necessary — of service issues.

Ensure all effort is reported accurately and billed in line with client contracts.

4+ years' experience as a Project Manager delivering ecommerce, digital commerce, or web platform projects (experience with platforms such as Salesforce Commerce Cloud, Shopify Plus, Adobe Commerce/Magento, SAP Commerce, or commercetools highly regarded).

Proven experience managing new-build ecommerce projects end-to-end, from discovery and requirements definition through to go-live and hypercare.

Demonstrated experience running multiple concurrent client engagements and roadmaps, rather than a single large programme.

Experience working within an agency, consultancy, or professional services model.

Proven experience working across multiple delivery models — Scrum, SAFe, Hybrid, and Waterfall — with the judgement to select and adapt the right model per client and engagement.

Comfortable running an ongoing sprint-based roadmap model for existing clients, while managing structured, milestone-driven delivery for new builds.

Experience with sprint ceremonies, release planning, backlog prioritisation, and translating client-prioritised items into deliverable sprint plans.

Excellent, clear, and concise communication skills, with the credibility to act as the primary point of contact for AU clients at a senior, commercial level.

Demonstrated experience managing challenging or demanding stakeholders, including de-escalating issues and resolving client escalations autonomously within agreed service boundaries.

Experience facilitating discovery workshops and translating business requirements into technically sufficient user stories in partnership with technical practices.

A track record of building trust-based, long-term client relationships, with the commercial awareness to spot account growth opportunities alongside a Client Success function.

Confidence presenting weekly status, financial, and schedule reporting to both clients and internal senior stakeholders.

Experience managing offshore or distributed development teams, with strong cross-timezone communication practices.

Experience with resource planning and booking against release plans, matching team capacity to committed roadmap items.

Ability to identify, manage, and mitigate risks and dependencies, including third-party dependencies outside of Tryzens' direct control.

Experience building and coordinating cross-functional teams (development, QA, BA, architecture) drawn from shared or matrixed team pools.

Understanding of RAID log management (risks, assumptions, issues, dependencies) and commercial approval processes, including scoping, estimation, and change requests.

Experience owning delivery to budget and agreed timelines, with accountability for margin and utilisation, not just schedule.

Experience with time/effort reporting and billing accuracy in line with client contracts (T&M, fixed price, or retainer models).

Familiarity with SLA-based support models, working with support and service teams to ensure incidents are resolved within SLA.

Exposure to Continual Service Improvement practices — identifying root causes and feeding fixes back into roadmap delivery.

Autonomous and comfortable holding ownership of escalations without deferring every decision upward.

Commercially minded — understands margin, scope creep, and change control, not just delivery timelines.

Naturally consultative — listens for the underlying business problem, not just the stated requirement.

Melbourne-based preferred (for client face-time), though open to remote/interstate candidates for the right fit.

Comfortable operating in a scaling, multi-region agency environment (UK, ANZ, Bulgaria, India) with cultural and time-zone sensitivity.

Certifications such as PMP, PRINCE2, SAFe Agilist/PM-PO, or CSM.

Experience with ecommerce ecosystem components such as OMS, PIM, headless commerce, payment gateways, or ERP integrations.

Prior agency-side (rather than client-side) PM experience.