Job Description

Project Coordinator — Faithful to Nature & Pet Heaven

Silvertree Brands is seeking a Project Coordinator to join the Product team, keeping delivery, ticket health and backlog running smoothly across two of our digital brands: Faithful to Nature and Pet Heaven.

Faithful to Nature is South Africa's online destination for natural, organic and eco-conscious products. Pet Heaven is our online pet care and wellness store. You'll be working across both.

Silvertree Brands builds disruptive purpose-driven consumer and digital brands. Our power brands include UCOOK, Faithful to Nature and Pet Heaven. We focus on building amazing customer experiences that are “good for you, good for the planet.” We trust our employees with full accountability and autonomy from day one. This unique entrepreneurial and performance-driven culture enables us to achieve executional excellence.

About the role

This role sits in Product, reporting directly to the Head of Product, and works closely day-to-day with the Senior Digital PM for Faithful to Nature and Pet Heaven. It keeps FTN and PH's digital delivery machinery running: ticket creation and hygiene, backlog grooming, and the full sprint cadence — standups, sprint planning, retrospectives — that keeps developers moving across both brands. You'll be the first point of contact for day-to-day digital queries and BAU issues raised by the business — most things stop with you; anything needing a technical call goes to Engineering, and anything needing broader product judgement goes to the Senior Digital PM or Head of Product.

This is a coordination and facilitation role, not a people-management role. Driving the sprint — standups, planning, retros, ticket flow — is a core, explicit part of this role, across both brands. What stays with Engineering is developer performance and technical direction. You own that things move, not how the code gets written or who's performing.

This role is deliberately built with a growth path in mind. We're looking for someone administratively strong today, with a genuine appetite to grow into product: as you build deep working knowledge of FTN and PH's systems and prove out your judgement, there's real room to take on scoped product-adjacent work — backlog prioritisation, early roadmap input — and grow your ownership over time. This isn't a ticket-processing job with a ceiling; it's a foot in the door for someone who wants to earn their way into a product career.

A core part of getting there faster is automation. We expect you to learn the manual processes you inherit inside out, then use AI to automate as much of that repeatable admin as you can — freeing up your own time to spend on the higher-value, product-adjacent work described below rather than on process for its own sake.

Based in Cape Town; hybrid, with substantial remote flexibility in line with the wider tech team.

Roles and responsibilities

Delivery & sprint coordination

• Create and manage tickets in JIRA across both brands: hygiene, labelling, backlog structure
• Run backlog grooming sessions with engineering and business stakeholders for FTN and PH
• Own and drive the full sprint cadence for both brands: standups, sprint planning, and retrospectives
• Monitor ticket ageing and sprint health across both brands; flag stalled or at-risk items before they become a problem

First-line support & stakeholder management

• Act as the first point of contact for FTN and PH digital queries, BAU issues, and bug reports from the business
• Triage: resolve directly where possible, route technical issues to Engineering, and escalate anything needing product judgement to the Senior Digital PM or Head of Product
• Maintain clear, current status visibility for stakeholders across both brands — so “where's this at” has a fast, confident answer
• Identify repeated first-line queries and processes, and review them for automation so recurring support needs are streamlined rather than manually re-handled each time
• Create visualisations of queries and issues reported, to understand trends and track the effectiveness of automations implemented

Process automation & AI enablement

• Map and understand the existing manual processes within the role — ticket admin, status reporting, backlog hygiene, QA coordination — before deciding what to automate
• Use AI tools to automate the large majority of repeatable, manual admin work across both brands, rather than treating current process as fixed
• Continuously reassess which parts of the role can be automated as tooling and judgement improve, reinvesting the freed-up capacity into higher-value, product-adjacent work
• Share automation approaches that work with Product and Engineering leadership, so useful gains aren't confined to this role alone

Product exposure & growth

• Partner with the Senior Digital PM and Head of Product on backlog prioritisation, building product judgement over time
• Take on scoped product-adjacent initiatives as capability grows, with direct mentorship from Product leadership
• Build deep working knowledge of FTN and PH's digital systems (website front-end and back-end, ecommerce, promotions, logistics) as the foundation for future product ownership

Requirements

Qualification & experience

• A relevant degree/diploma or equivalent (not mandatory with strong equivalent experience)
• 1–2 years' experience in delivery/project coordination, junior product, or Scrum/agile support roles
• Working knowledge of JIRA or equivalent ticketing/sprint tools, and agile ceremonies
• A genuine, stated interest in growing toward a product career — this role is a deliberate stepping stone, and we want someone who sees it that way too
• Experience coordinating across more than one brand or workstream simultaneously is a strong plus

Must have

• Highly organised, with strong administrative discipline across concurrent workstreams
• Confident triaging: knows what to solve directly, what to escalate, and to whom
• Comfortable being the first point of contact under pressure
• Proactive, clear communicator with both technical and business stakeholders
• Appetite for ownership — wants to grow scope over time, not just process tickets indefinitely
• Practical, hands-on comfort with AI tools, and a mindset that treats repeatable manual process as something to automate, not just complete

Advantageous

• Prior exposure to ecommerce, subscription, or logistics-heavy digital products
• Early exposure to product thinking — research, prioritisation, or roadmap involvement in a previous role
• Experience using AI tools (e.g. Claude, ChatGPT, or similar) to automate admin or reporting workflows in a previous role
• Familiarity with more than one of: Notion, Slack, Figma

Our tools and systems

Website: Node.js, React.js, PostgreSQL, JIRA, GitLab for git and CI/CD, Acumatica

Team collaboration: Notion, Slack, Figma, Claude Cowork

Our culture and team

• Our Silvertree Brands values are Purpose, Entrepreneurship, Ownership and Honesty
• We are close-knit and encouraging
• We are self-motivated and strive to see projects through to completion
• We innovate as we grow
• We encourage teamwork and participation
• We have created a relaxed but professional working environment
• We respect all people and cultures
• We believe in keeping our team happy so that the work we produce is of the highest quality