Senior Manager, Implementation

The Role

Senior Manager – Implementation

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 4–5 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.