Client Project Manager
Position Summary
This role is responsible for the end-to-end execution of complex client mystery shopping programs, from shopper selection and onboarding through quality review and fulfillment tracking. This role sits at the center of RBG's delivery engine, ensuring that complex, multi-dimension programs are staffed with qualified evaluators, executed consistently, on budget and completed on time.
This is a detail-oriented, client-aware role. The Client Project Manager regularly interfaces with client contacts to clarify program requirements, communicate project status, and resolve fulfillment challenges. The ideal candidate understands both the operational mechanics of a mystery shopping program and how that work connects to a client's broader customer experience goals.
Key Responsibilities
Shopper Recruiting and Onboarding
- Lead and participate in the process to source, screen, and onboard qualified mystery shoppers for complex or specialized client programs, including those requiring specific demographics, locations, or expertise.
- When required for new projects, conduct initial shopper interviews and evaluations to assess reliability, communication skills, and fit for program requirements.
Program Setup, Configuration and Support
- Set up assigned programs in the project management platform, including scheduling windows, shopper instructions, evaluation criteria, and client-specific requirements.
- Develop strategic approach to fulfillment of programs.
- Partner with assigned Relationship Manager to ensure program specifications and deliverables accurately reflect what was sold and what the client expects.
- Maintain documentation of setup standards and configuration best practices to support consistency across programs.
Quality Assurance and Shop Review
- Establish and follow standards to regularly monitor the scoring and editing work to ensure completed shop reports meet established quality criteria before submission to clients.
- Flag recurring quality issues and escalate patterns that may indicate a training gap or a program design problem.
Fulfillment Tracking and Reporting
- Monitor completion rates against program deadlines and proactively address gaps before they affect delivery timelines.
- Maintain accurate records of program status, shopper activity, and fulfillment milestones.
- Support Account Managers with status updates and program reporting as needed.
Client Support & Communication
- Serve as an operational point of contact for client inquiries related to program logistics, shopper qualifications, and scheduling.
- Communicate professionally and with appropriate context, understanding that clients often need confidence in the process, not just the data.
Key Performance Indicators
- On-time fulfillment rate and reporting for assigned programs.
- Shop report acceptance rate.
- Onboard programs within 30 days or as assigned.
- Accuracy and completeness of program setup documentation
- Responsiveness to internal and client requests.
Qualifications
- 3 or more years of experience in mystery shopping operations, field research, or a closely related project management function
- Direct experience recruiting and managing a distributed evaluator or field associate network is strongly preferred
- Familiarity with mystery shopping platforms (Sassie or similar) is a plus
- Exceptional written communication skills
- Proven ability to manage multiple projects simultaneously without sacrificing quality or missing deadlines
- Comfortable working across internal teams and speaking directly with client contacts in a professional, solutions-oriented manner
- High degree of personal accountability and follow-through
- Strong attention to detail and strategic thinking
- Strong Google Suite or MS Office
- Salesforce experience a plus
Compensation & Benefits
- $50,000 - $55,000/year
- Benefits package with medical/dental/vision
- 401k with 2% match
Company Description
Our Story & Mission
Founded in 1992, Reality Based Group (RBG) is a pioneer in the customer experience management industry. We didn't just join the mystery shopping world—we helped build it as a founding member of the MSPA and the inventors of GameFilm®, the original video mystery shopping solution. Our mission is simple: to provide the "reality check" that world-class brands need to deliver world-class service.
What We Do
We partner with some of the most recognizable names in automotive, retail, and dining to measure, evaluate, and improve the customer journey. Through high-level data collection, video mystery shopping, and professional consulting, we provide actionable insights that drive revenue and loyalty. We believe that what gets measured gets managed, and we take pride in the integrity and precision of our data.
The Internal Culture
At RBG, we are a lean, agile, and high-growth team. We skip the corporate red tape in favor of transparency, professional autonomy, and direct access to leadership. Working here means owning your impact—every team member plays a critical role in helping our clients bridge the gap between their brand promise and the actual customer experience.
Why Join Us?
Direct Impact: Work with iconic global brands and see your contributions shape their service strategies.
Supportive Leadership: Collaborate directly with an accessible, visionary CEO who values honesty and innovation.
Professional Autonomy: We hire experts and give them the space to lead. If you are a self-starter who values a "no-gimmicks" environment, you’ll fit right in.
