Senior Manager, Implementation (Global EOR)
About the role
For our client, we are seeking a Senior Manager, Implementation (Global EOR) to join the team of a leader in the Business Services space. This role will lead implementation operations for a global employer of record offering, with a focus on building scalable processes and delivering a strong customer onboarding experience. The position will partner closely with Sales, Customer Support, Product, and Engineering to resolve escalations, improve service delivery, and turn customer feedback into operational improvements. It is a hands-on leadership role that combines team development, cross-functional coordination, and performance management in a fast-paced, high-growth environment.
Responsibilities
- Hire, mentor, and develop high-performing teams to exceed quarterly targets
- Resolve customer escalations to ensure satisfaction and build positive relationships
- Optimize processes using a data-driven approach to enhance efficiency and customer experience
- Execute strategic plans that align with overall business objectives
- Track and improve performance on metrics and KPIs continuously
- Collaborate with Sales and Customer Support to ensure cohesive customer onboarding
- Work with Product & Engineering to enhance product functionality based on feedback
- Foster a collaborative and inclusive team culture
Qualifications
- 8+ years of experience in Implementation or Customer Success within fast-paced, startup, or SaaS environments
- Experience in hiring and managing distributed teams
- Proven ability to scale teams while meeting SLAs and key performance metrics
- Data-driven approach to performance tracking and optimization
- Strong organizational skills with detail-oriented focus
- Effective communicator with ability to build trust across diverse groups
- Hands-on, proactive attitude towards managing initiatives
- Willingness to challenge the status quo and drive change
Benefits
- Competitive salary
- Comprehensive benefits package
- Equity options
- Remote or hybrid work flexibility
Location: Remote - US based candidates only, no visa sponsorship available
Compensation: $117,300 – $175,950 annually