Lead - Implementation Manager

2 weeks ago

Hyderabad, India People First Consultants Full time

Job Title: Lead Implementation Manager

Overview: The Lead Implementation Manager willoversee a team of Implementation Managers

(IMs)dedicated to successfully implementing client’s platformand services for end customers. This

rolecombines project management leadership with a focus on qualityassurance and training

ensuring high standardsof service delivery and team performance.

Provide ongoing guidance and support to Implementation Managersfostering a culture of

collaboration andempowerment to drive successful implementations and achieve project

goals.

Conducting regularquality audits to ensure adherence to established standards and

continuous improvement.

Developing and implementing comprehensive training programs tobridge knowledge gaps

and enhance teamcapabilities.

Fostering a culture of learningproviding resources and support for both technical andnon

technical skill development.

Key Responsibilities Include:

ProjectOversight:

oManage and oversee the endtoendimplementation process ensuring alignment

withclient objectives and adherence to methodologies.

oDevelop comprehensive project plans including timelinesresource allocation and

key milestones.

Team Management andMentorship:

oLead and mentor a team ofImplementation Managers providing ongoing guidance

and support to enhance team performance.

oShadow each offshore IM regularly by following emailthreads Slack channels and

customer callsproviding actionable feedback on strengths and areas for

improvement.

Progress Monitoring and Support:

oConductweekly checkins (account reviews) with each IM to assess projectprogress

identify risk areas flag blockers andprovide support.

oEnsure IMs effectively shareprogress updates on implementation projects including

completed tasks upcoming work account health and potentialrisks.

oFunction as the escalation point forIMs working with internal teams to mitigate

risks and resolve challenges.

Quality Assurance:

oConduct regular qualityaudits and reviews to ensure compliance with established

standards and continuous improvement.

oMonitor team collaboration and maximize knowledge sharingthrough daily stand

ups and clarifying queriesto identify key trends or areas for improvement.

Training and Development:

oConduct comprehensive training needs assessments toidentify skills or knowledge

gaps within theteam.

oCollaborate with leads and managers inbusiness units to determine training

priorities.

oDevelop and delivereffective training programs for internal teams ensuring training

sessions are interactive engaging and relevantto participants' roles.

oCreatetraining materials and conduct inperson and virtual trainingsessions.

oAssess training needs and measuretraining effectiveness providing insights for

continuous improvement.

oManageendtoend new hire training for new associates sharing batch reportsand

regular updates on training progress withstakeholders.

oManage knowledge interventionsincluding refresher training sessions and

administering process knowledge tests.

oFacilitate Performance Improvement Plan (PIP) trainingsfor associates identified as

having performanceissues.’

oUtilize diverse trainingmethods such as roleplaying simulations and group

activities to enhance learning outcomes.

Reporting and Communication:

oProvide weekly reports detailing case closuresactive cases and projections for new

caseassignments.

oMonitor capacity and efficiencyto advise on case assignments and track long

running implementations ensuring action plans are updated.

Continuous Improvement:

oIdentify risks to help unblock IMs and provideguidance on necessary actions.

oQuestionsituations that appear off such as discrepancies in utilizationrates or

prolonged project phases and dig intounderlying issues.

oProvide feedback forindividual performance and process adjustments to enhance

efficiency and teamwork.

oCelebrate wins by recognizing individual and teamaccomplishments to boost morale

and maintainmomentum.

Data andDashboard Utilization:

oConnect insights usingavailable data and dashboards to identify concerning trends

support needs and opportunities for feedbackand action planning.

oTrack longrunningimplementations and ensure action plans are sound and updated

every two weeks.

Experience:

7 years ofproject management experience preferably in SaaS productimplementation.

Proven track record ofmanaging complex implementation projects and leading high

performing teams.

Skills Required:

Soft Skills:

oC1 level language proficiency on the CEFRScale excellent presentation problem

solving andcommunication skills.

oStrong people skillswith the ability to manage diverse teams and resolve conflicts

effectively.

Technical Skills:

oProficient inproject management tools (e.g. Smartsheet Jira Trello) and CRM

platforms (e.g. Salesforce).

oFamiliarity with SQL for data extraction and reporting;knowledge of data

visualization tools (e.g.Tableau Power BI) is a plus.

oUnderstanding ofthe advertising technology ecosystem including campaign

management SSP/DSP and ad servers.

oExperience with process improvement methodologies (e.g.Lean Six Sigma) to

enhance operationalefficiency.

Project Management:

oKnowledge of quality tools (Six SigmaGreen BeltPMP/Prince2) and familiarity with

projectmanagement methodologies.

LiveRamp Product Knowledge:

oPreferredknowledge of LiveRamp systems and products including APIs and

database management.

Education:

Any graduation.

Working Hours:

Mon to Fri: 6:30 PMIST to 3:30 AM IST (subject to change based on US Daylight saving)

Work from Office Mandatory

Location:

Hyderabad.

Note to Tag:Keywords for Job Search: Lead Implementation Manager TechnicalProject Manager

Project Management Lead QualityAssurance Lead Training Manager.

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