Implementation Project Manager, Senior Living

About the role

As an Implementation Specialist, you will have the opportunity to uphold these standards while contributing to a fun and energetic company culture. We are looking for a Implementation Project Manager for our Senior Living portfolio. This role demands an exceptionally patient, resilient communicator who delivers true white-glove service, effortlessly de-escalates tense situations and manages sensitive clients with empathy and composure. As a creative problem solver, you excel at adapting and manipulating the software beyond its standard configuration to meet unique client needs, while possessing the deep technical curiosity required to troubleshoot complex issues and explain them clearly to non-technical users. Acting as the end-to-end point of contact past deployment, you thrive under high-pressure, tight timelines while seamlessly collaborating across Sales, Product, Data, and Support teams. You will report to the Customer Experience Manager and combine high-touch client advocacy with sharp analytical instincts, knowing exactly when to innovate independently and when to strategically escalate to leadership.

Responsibilities

• Project Orchestration: Create and maintain project schedules and timelines within project management software to ensure critical milestones are met.
• Resource Coordination: Direct and coordinate the activities of project resources by routing tasks across multiple departments to ensure projects/client requests are executed efficiently and to the highest standard.
• AI-Enhanced Workflows: Utilize generative AI tools to draft project communications, summarize client meetings, and expedite the creation of workflow and product documentation, ensuring consistent tone and clarity.
• Quality Assurance: Ensure the highest quality of work by proofreading content, reviewing design, and testing technology prior to launching new products.
• Manage Post-Implementation Support: Own and manage Case queues for project post-implementation, acting as the primary subject matter expert for unique software features and technical nuances that go beyond standard support workflows.
• Execute Technical Troubleshooting: Assist clients with daily challenges across software, hardware, and network layers by providing innovative and scalable solutions.
• Stakeholder Influence: Influence internal and client decision-makers to clear project issues and roadblocks.
• Strategic Reporting: Maintain project dashboards and status reports to provide project transparency to stakeholders and company leadership.
• Product Evolution: Work with developers to create new product features based on client feedback, manage the launch process, and provide feedback on new product features.
• Market Insight: Develop a comprehensive understanding of the senior living market, industry core trends, and core technologies, including how emerging AI trends affect the real estate landscape.

Requirements

• Experience: 3-5 years of experience in project management and customer service.
• Experience: At least 1 year of using artificial intelligence tools daily for work responsibilities.
• Education: Bachelor's degree or equivalent experience.
• Exceptional Communication Skills: Ability to deliver high-quality, clear explanations of complex technical issues to both customers and internal team members.
• Superb Client Focus: A drive and passion for generating high levels of client satisfaction no matter the situation or client.
• Crisis & Escalation Management: Thrives handling high-stress situations, de-escalate sensitive clients, and keeps projects moving forward despite friction.
• Advanced organization: Proven ability to balance multiple projects at the same time for high-impact projects.
• Critical Thinking & Problem Solving: Adept at solving problems and making succinct decisions under pressure to provide exceptional client experience.
• Systems Master: Highly proficient with Customer Relationship Management (CRM), Content Management (CMS), and Project Management Systems.
• Applied AI & Documentation: Experience using AI productivity tools (e.g., ChatGPT, Claude, or Gemini) to streamline administrative tasks, draft content, and build out Notion-based SOPs.
• Technical Troubleshooting: Diagnose and resolve a wide range of software technical and content issues with a focus on integration stability and customer ease.
• Quality Assurance: High standards for testing and reviewing solutions before they reach the client.

Benefits

• 100% coverage of employee's health, dental and vision insurance with basic plan
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401(k) match up to 4 percent
• Annual stipend for personal growth through our Grow475 program
• On-site amenities including a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

Pay

Salary range of $70,000 - $75,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements.