Queue Coordinator Jobs in Seattle, WA (NOW HIRING)

Urban Insight is a leading digital agency creating innovative websites and web applications for organizations that make a difference. We specialize in solving complex problems through website and web app strategy, design, and development using open-source content management systems (primarily Drupal and WordPress, and headless architectures). Our clients include some of the most well-known museums, nonprofits, universities, and cultural institutions. Urban Insight has been in business for nearly 25 years and continues to expand each year. We thrive on having a professionally rewarding environment where team members are encouraged to grow, collaborate and focus on meaningful work.

We are seeking an organized, sharp, and motivated Digital Project Coordinator to own the management of our Support clients. This role sits at the intersection of project management, task prioritization, and technical support delivery. The right candidate manages support workflows with confidence, translates client requests and goals into clear developer instructions, maintains site security and updates, and thrives on delivering steady enhancement solutions.

At Urban Insight, strong project management means you'll regularly operate across a range of support and maintenance functions. On any given week you may be running QA on small updates, configuring analytics, writing brief requirements, prioritizing tickets, or coordinating with developers. If you thrive on variety, steady pacing, and helping clients maintain their long-term digital investments, you'll fit right in. If you want a role where your ownership is real and your impact is visible, this is it.

• Minimum of one year of project management or project coordination experience, preferably at a digital agency in web design and development.
• Demonstrated ability to coordinate and prioritize support requests.
• Proficiency with Drupal and/or WordPress, including content entry, basic configuration, and troubleshooting minor site issues.
• Strong client communication and presentation skills.
• Ability to produce concise, clear, professional memos, documentation, and ticket requirements.
• Active use of AI tools in your current workflow to improve project delivery efficiency.
• Bachelor’s degree in a related field or equivalent experience.
• Previous success working remotely.
• Solid understanding of Agile or ticket management practices (Scrum and Kanban processes) is a plus.

• Service Desk & Support Delivery - Own day-to-day coordination, prioritization, and management of work for Support clients and the Service Desk. Keep client websites secure and up-to-date, address enhancement requests, and guide clients through documented planning, quality assurance, and launch processes for updates.
• Client Relationship Management - Serve as a dependable client contact for Support accounts. Proactively communicate ticket status, guide clients through request scoping, and present progress or requirements confidently in check-in meetings.
• Project Management & Execution Support - Shadow Senior Project Managers on large-scale, complex client engagements to learn agency delivery methodologies and project lifecycles, while actively supporting day-to-day execution, including shepherding development tickets, meeting scheduling and summaries, performing QA testing, and managing content entry.
• Process & Delivery Excellence - Manage support schedules, project budgets, and ticket scopes proactively. Participate in internal team and client meetings, evaluate minor technology frameworks or enhancements, and maintain high organization standards for ticket tracking.
• Tool & AI Exploration - Learn and utilize internal PM tools, ticketing systems, and emerging AI tools to improve personal task efficiency and share helpful insights with the project management team.

• Build full proficiency with Urban Insight’s PM toolset, support workflows, and service desk processes.
• Take ownership of the active support client queue and establish yourself as a dependable point of contact for client requests.
• Collaborate with developers to systematically resolve at least one bottleneck in the current service desk queue.
• Audit the current support tracking process and propose one minor improvement to PM leadership.

• Maintain a high level of support client satisfaction, delivering minor website enhancements on time and within budget parameters.
• Master the ticketing and deployment verification process, ensuring zero post-deployment defects on verified support updates.
• Manage and prioritize the service desk workload independently with minimal escalation required for routine tickets.
• Contribute to updating documentation standards for recurring client maintenance tasks.

The position offers multiple career paths within Urban Insight. The most likely path for a high-achieving team member is to grow into a Senior Project Manager over time.

• Work from any location in the United States, available 9am - 5pm in any U.S. time zone.
• Our office is located in sunny Los Angeles, CA. This position is available for fully remote (U.S. and Canada ONLY), partially remote (a few days in the office), or in-person in our L.A. Office.

• Urban Insight is a Los Angeles-based digital agency with over 30 team members.
• We work with some of the best-known museums, nonprofits and other institutions, such as LACMA, The Broad, University of Southern California, City of Los Angeles, and the Japanese American National Museum.
• We’re the top-ranked Web development and Drupal agency in Los Angeles, according to Clutch, an independent analyst. Have a look at what our clients say about us.
• We’ve won numerous design awards including such as for our work for Stay Housed Los Angeles and the National World War 1 Museum & Memorial.
• We take on cutting edge, challenging projects for appreciative clients, and have a supportive and team-based approach to projects.
• We plan, design, and create innovative websites, and we often use open source web content management systems like Drupal and WordPress.
• We design and develop custom applications using tools like Angular, React, Next.js node.js, PHP, Javascript, Bootstrap, Tailwind, and MySQL.
• We have a clearly-defined project management methodology and case management system.
• We run on the Entrepreneurial Operating System.

• We take on interesting, meaningful projects for appreciative clients
• We offer a flexible working environment - work from anywhere in the United States
• We work with you to create a career path that works for you
• The average employee tenure is ~6 years
• We're stable and growing. We've been in business for ~25 years and continue to grow each year
• We offer a casual and flexible working environment with plenty of opportunities for growth for the right candidate
• We believe in a reasonable life/work balance and enjoy 40-hour work weeks
• We allocate resources and time for training and professional development
• We have weekly events to keep the team connected: Lunch & Learns, Office Hours, and Game Breaks
• There are many more reasons.

We offer a highly competitive salary, which depends on your qualifications and experience. Our salary package includes:

• $55,000 - $70,000 salary depending on experience
• Medical, Dental and Vision insurance (95% employer-paid for you)
• Paid time off (15 days increasing to 20 after four years)
• Holiday time off (~10 days per year)
• Company-sponsored 401(k) plan with employer match
• An annual customized training plan and time to study
• Performance and compensation reviews annually

Please apply on this page. This position is open until filled.

Thank you for your potential interest in working with us at Urban Insight.

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