Implementation Manager

Principal Duties & Responsibilities

• Manages a portfolio of client accounts and ensures exceptional client experience and successful execution of all contracted activities.
• Executes large-scale complex projects, such as multi-cohort, global delivery from contracting to program close, managing all agreed-upon service levels.
• Proactively assesses project risks and develops mitigation strategies and resolutions, securing necessary resources (people, facilities, vendors, hotels, materials).
• Builds trust with internal and external partners by aligning client teams and regularly updating milestones and contractual scoping deliverables.
• Develops and oversees project implementation plans and schedules, executing deliverables, and managing stakeholder communications.
• Confirms the accuracy of project-level data entry into required systems and ensures its regular maintenance for accurate enterprise reporting.
• Ensures a seamless transition of client engagement logistics to assigned Event Producers and manages project closing activities including expense reconciliation, client invoicing, session evaluations, and delivery team and client debriefs.
• Provides summary updates to leadership and client partners as required, monitors scope, and adjusts margins as necessary.

Specific Knowledge, Skills & Abilities

• Business & Financial Acumen: Understands project financials, analyzes variances, drives client value, prioritizes work, and balances client, internal, and account needs.
• Process Discipline: Consistently adheres to processes for consistent client satisfaction, holds team accountable, reports process conflicts, and takes ownership of results.
• Critical Thinking & Sound Judgment: Identifies and implements solutions to problems using logic and reasoning, identifies strengths and weaknesses, and makes informed decisions.
• Exemplary Communication Skills: Listens, speaks, and writes clearly and consistently for maximum impact, influences and advocates for a point of view with both internal and external customers, and says no when appropriate.
• Client Focus: Creates a customer-first environment, anticipates and prioritizes client needs, builds strong professional relationships, and provides timely communication and relevant information.
• Learning Agility: Seeks out experiences to learn new things, experiments, deals with discomfort of change, pursues feedback, views failures and mistakes as opportunities to learn, and focuses on what is possible.
• Digitally Savvy: Uses digital formats effectively and efficiently to perform job tasks.
• Virtual Leadership: Communicates clearly, articulates expectations, ensures team alignment, invests in relationships, and creates connections through technology.

Education and Experience

• Bachelor’s degree
• 2-4 years of project management, program management, or relevant experience
• Strong skills in Microsoft suite applications (Word, Excel, PowerPoint, MS Teams)
• Experience with virtual meeting platforms (Zoom, WebEx, Microsoft Skype for Business) a plus
• Extensive knowledge of project/program management and program management professional (PgMP)® or project management professional (PMP)® certifications preferred but not required

Other Requirements/Experience

• May require some travel to various CCL locations and select clients
• Depending on the region of support, ability to speak and write in Spanish may be required or preferred

Pay and Benefits

• Hiring range: $63,281 - $68,281
• Offer commensurate with relevant qualifications and professional experience
• US-based position with a flexible hybrid work schedule, requiring candidates to reside within commuting distance of one of three US campuses: Greensboro, North Carolina or Colorado Springs, Colorado
• Hybrid work involves a mix of onsite and remote work, with at least 2 out of 5 workdays spent onsite
• Includes 403(b) Savings Plan with employer contribution, medical insurance, telemedicine, dental insurance, vision insurance, health savings and flexible spending accounts, paid time off and holidays, employer-paid short-term and long-term disability, employer-paid life insurance, employee and family assistance program, various voluntary options for additional plans or coverage levels
• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities