Job Description

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.

Qualifications

• 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.

Posted Pay Range: 70K - 95K base

About Us

Resource Label Group, LLC (RLG) is a leading full-service provider of label and packaging solutions with a diverse product offering which includes pressure sensitive labels, shrink sleeves, RFID/NFC technology, sustainable product solutions, scent activation technology, pharmaceutical packaging and fulfillment services. Resource Label provides products and services for the food, beverage, chemical, household products, personal care, nutraceutical, pharmaceutical, medical device, and technology industries. With locations across the U.S. and Canada, RLG provides national leadership and scale to deliver capabilities, technologies, systems, and creative solutions that customers require.

Pay Range

70,000 - 95,000

Benefits Summary

Why work with us? Take a look at all we have to offer!

• Paid Time Off and Paid Holidays
• Comprehensive and Competitive Medical, Dental and Vision coverage
• Company Paid Short-Term Disability Insurance and Life Insurance
• Additional Benefits -- Long-Term Disability, Supplemental Life, Accident and Critical Illness Coverage Plans
• Excellent 401(k) retirement plan with generous company contribution
• We pride ourselves in investing in our employees by offering onsite training and the ability to have unlimited growth
• potential within our organization
• We believe in rewarding our employees with performance-based salary increases

CLICK HERE to watch a video and learn more about us!