Manager Implementation Project Management Ops

This role leads a team responsible for delivering successful customer implementations within a fast-paced SaaS environment. The position focuses on scaling implementation operations, improving processes, and ensuring customers achieve a smooth transition onto technology solutions. You will guide project management teams, collaborate with cross-functional stakeholders, and drive operational excellence across multiple business areas. The role combines people leadership, strategic problem-solving, and process optimization to improve launch outcomes and customer satisfaction.

About the role

You will have the opportunity to influence implementation strategy, develop high-performing teams, and shape scalable operational frameworks. This position is ideal for an experienced implementation leader who thrives in complex environments and enjoys creating impactful solutions.

Responsibilities

• Hire, develop, mentor, and lead a high-performing team of Implementation Project Managers.
• Coach team members on effective project strategies, stakeholder management, customer communication, and successful product launches.
• Own and improve end-to-end implementation project management processes, including documentation, workflows, tools, escalation strategies, and operational standards.
• Serve as a key point of contact for cross-functional teams, resolving implementation challenges and identifying opportunities for process improvements.
• Manage team operations including recruiting, onboarding, training, capacity planning, customer feedback, and performance management.
• Analyze customer and team performance metrics to identify trends, make data-driven decisions, and improve implementation outcomes.
• Support customer-facing discussions and escalations to ensure successful launches and strong customer relationships.
• Partner with sales teams during complex pre-sales activities and contribute to solution alignment with customer needs.
• Identify customer system requirements and collaborate with internal teams to advocate for product and process enhancements.
• Establish standardized project management practices that improve communication, timelines, expectations, and delivery quality.
• Ensure implementation teams follow compliance requirements and operational guidelines.
• Align team objectives with broader implementation strategies and business priorities.
• Continuously refine launch processes, tools, and systems to improve efficiency and scalability.

Requirements

• 4-7 years of project management experience, preferably within human capital management, payroll, SaaS, or a multi-client technology environment.
• Experience leading, mentoring, and developing project management teams.
• Strong understanding of implementation methodologies, customer onboarding processes, and project delivery frameworks.
• Demonstrated ability to manage complex, cross-functional projects with multiple stakeholders and competing priorities.
• Advanced knowledge of project and program management principles, tools, and best practices.
• Experience developing project metrics, reporting frameworks, and performance tracking processes.
• Strong analytical, organizational, and problem-solving skills with a focus on operational efficiency.
• Ability to think creatively, identify process improvements, and develop scalable solutions.
• Excellent communication, presentation, and leadership abilities.
• Strong business judgment with the ability to prioritize effectively and execute with urgency.
• Experience working in a fast-paced technology or software environment.
• Project management certification such as CAPM or similar credential is preferred.
• Ability to work independently in a fully remote environment while maintaining collaboration and accountability.

Benefits

• Competitive base salary range of approximately $93,600-$115,000 per year, depending on experience, skills, and location.
• Eligibility for annual bonus opportunities and restricted stock unit grants based on performance.
• Fully remote work environment with no regular in-office requirements.
• Comprehensive medical, dental, and vision insurance coverage.
• Life and disability insurance benefits.
• 401(k) retirement plan with employer support.
• Benefits and programs designed to support employees, families, and financial well-being.
• Career development opportunities and resources for professional growth.
• Opportunity to work with innovative HR technology solutions and a collaborative operations team.
• Inclusive workplace culture focused on diversity, belonging, and employee success.