Senior Implementation Manager

Responsibilities

• Own the end-to-end project plan for each assigned deployment, from kickoff through go-live and handoff — milestones, dependencies, owners, dates.
• Run a disciplined cadence of customer-facing and internal meetings: kickoff, weekly status, executive steering, internal pod sync, go-live readiness, and handoff.
• Track and report key metrics, status, risks, and decisions in a clear, consistent format that scales across customers and is visible to leadership.
• Manage scope and change actively — document requests, assess impact (timeline, cost, technical), and secure approval before work begins.
• Deliver “silent go-lives” as the standard – minimal escalations, no rollbacks attributable to project management or coordination failures.
• Serve as the primary day-to-day point of contact for the customer’s program team — PMO, IT operations, brand, and property-level stakeholders.
• Set and manage customer expectations clearly; communicate constraints, trade-offs, and decisions in a way that builds trust rather than friction.
• Navigate complex, multi-stakeholder enterprise environments with composure and clarity.

Requirements

• 7+ years managing complex, customer-facing implementation, deployment, or program engagements in an enterprise B2B SaaS or technology environment.
• Demonstrated track record running 3+ concurrent enterprise deployments with consistent on-time, on-quality delivery.
• Experience leading customer-facing project execution end-to-end — kickoff through go-live and handoff—with multi-stakeholder customer organizations (e.g., Fortune 500 or large mid-market).
• Strong project management fundamentals applied in practice (PMP / PgMP / PRINCE2 helpful but not required).
• Experience working in a paired or pod-based model alongside a technical lead (e.g., Solutions Architect, Solutions Engineer, or Implementation Engineer).
• Track record of producing high-quality customer-facing artifacts — project plans, status reports, steering committee decks, change requests, handoff documentation.