Senior Manager, Implementation

Job Description The Role The Senior Manager Implementation plays a pivotal leadership role in driving operational excellence and ensuring successful client onboarding and implementation processes. This position bridges strategy and executionoverseeing cross-functional teams (both internal and outsourced), ensuring delivery excellence, and optimizing processes to meet organizational goals. The Senior Manager will lead initiatives that enhance client experience, strengthen operational workflows, and drive continuous improvement across implementation and business operations. Key Roles & Responsibilities A. Team Management & Leadership - Lead, mentor, and develop a high-performing implementation and operations team, including internal and outsourced resources. - Oversee execution of client onboarding, payroll setup, and success activities with strict adherence to timelines, quality, and compliance standards. - Conduct regular team reviews to assess workload, progress, and performance, ensuring effective resource allocation and productivity. - Provide strategic direction and hands-on support during escalations or complex client requirements. - Drive employee growth and retention through performance evaluations, coaching, and career development initiatives. B. Escalation & Risk Management - Serve as the final escalation point for client issues unresolved at the associate or manager level. - Identify high-risk accounts (e.g., delays, dissatisfaction, or churn indicators) and lead resolution strategies. - Partner with senior leadership to address business-critical escalations and ensure proactive risk mitigation. C. Client & Stakeholder Engagement - Manage strategic relationships with enterprise clients, ensuring seamless implementation and client satisfaction. - Collaborate with Sales, Product, Compliance, and Account Management teams to align internal capabilities with client requirements. - Participate in key client meetings, providing strategic input on retention, upselling, and service improvement opportunities. - Drive customer satisfaction through proactive engagement, review meetings, and data-driven insights. D. Process & Quality Governance - Monitor and enforce adherence to SOPs to maintain quality and consistency across implementation processes. - Identify process gaps and implement scalable, efficient workflows for continuous improvement. - Ensure accuracy and consistency in documentation by managing SOP revisions, client tracking tools, and reporting deliverables. - Champion the adoption of tools (e.g., Freshdesk, trackers, dashboards) to enhance transparency, accountability, and performance monitoring. E. Reporting, Metrics & Strategic Planning - Establish, track, and analyze Key Performance Indicators (KPIs) for both team and individual performance. - Deliver weekly and monthly reports to leadership on implementation progress, key risks, client satisfaction, and retention metrics. - Provide insights and feedback to Product, Operations, and Leadership teams for roadmap prioritization and business strategy alignment. - Support leadership in planning resource allocation, workforce capacity, and future hiring needs. Mandatory Qualifications - Experience: 10+ years in business operations, implementation, project management, or process improvement, with at least 45 years in a senior leadership role. - Team Leadership: Proven ability to lead and manage large teams (including internal and outsourced functions) across multiple geographies. - Client Management: Strong background in enterprise client management, onboarding, and issue resolution. - Analytical Skills: Excellent data-driven decision-making and problem-solving abilities. - Technical Proficiency: Experience with project management tools, CRM platforms, reporting dashboards, and collaboration tools (e.g., Freshdesk, Jira, Asana, etc.). - Communication: Exceptional communication, negotiation, and stakeholder management skills. - Results Orientation: Demonstrated success in driving operational excellence and delivering outcomes in a fast-paced, dynamic environment. - Process Mindset: Proven track record of implementing scalable processes and improving cross-functional workflows.