Job Title: Lead Implementation Manager
Overview: The Lead Implementation Manager will oversee a team of Implementation Managers (IMs) dedicated to successfully implementing client’s platform and services for end customers. This role combines project management leadership with a focus on quality assurance and training, ensuring high standards of service delivery and team performance.
· Provide ongoing guidance and support to Implementation Managers, fostering a culture of collaboration and empowerment to drive successful implementations and achieve project goals.
· Conducting regular quality audits to ensure adherence to established standards and continuous improvement.
· Developing and implementing comprehensive training programs to bridge knowledge gaps and enhance team capabilities.
· Fostering a culture of learning, providing resources and support for both technical and non-technical skill development.
Key Responsibilities Include:
· Project Oversight:
o Manage and oversee the end-to-end implementation process, ensuring alignment with client objectives and adherence to methodologies.
o Develop comprehensive project plans, including timelines, resource allocation, and key milestones.
· Team Management and Mentorship:
o Lead and mentor a team of Implementation Managers, providing ongoing guidance and support to enhance team performance.
o Shadow each offshore IM regularly by following email threads, Slack channels, and customer calls, providing actionable feedback on strengths and areas for improvement.
· Progress Monitoring and Support:
o Conduct weekly check-ins (account reviews) with each IM to assess project progress, identify risk areas, flag blockers, and provide support.
o Ensure IMs effectively share progress updates on implementation projects, including completed tasks, upcoming work, account health, and potential risks.
o Function as the escalation point for IMs, working with internal teams to mitigate risks and resolve challenges.
· Quality Assurance:
o Conduct regular quality audits and reviews to ensure compliance with established standards and continuous improvement.
o Monitor team collaboration and maximize knowledge sharing through daily stand-ups and clarifying queries to identify key trends or areas for improvement.
· Training and Development:
o Conduct comprehensive training needs assessments to identify skills or knowledge gaps within the team.
o Collaborate with leads and managers in business units to determine training priorities.
o Develop and deliver effective training programs for internal teams, ensuring training sessions are interactive, engaging, and relevant to participants' roles.
o Create training materials and conduct in-person and virtual training sessions.
o Assess training needs and measure training effectiveness, providing insights for continuous improvement.
o Manage end-to-end new hire training for new associates, sharing batch reports and regular updates on training progress with stakeholders.
o Manage knowledge interventions, including refresher training sessions and administering process knowledge tests.
o Facilitate Performance Improvement Plan (PIP) trainings for associates identified as having performance issues.’
o Utilize diverse training methods, such as role-playing, simulations, and group activities, to enhance learning outcomes.
· Reporting and Communication:
o Provide weekly reports detailing case closures, active cases, and projections for new case assignments.
o Monitor capacity and efficiency to advise on case assignments and track long-running implementations, ensuring action plans are updated.
· Continuous Improvement:
o Identify risks to help unblock IMs and provide guidance on necessary actions.
o Question situations that appear off, such as discrepancies in utilization rates or prolonged project phases and dig into underlying issues.
o Provide feedback for individual performance and process adjustments to enhance efficiency and teamwork.
o Celebrate wins by recognizing individual and team accomplishments to boost morale and maintain momentum.
· Data and Dashboard Utilization:
o Connect insights using available data and dashboards to identify concerning trends, support needs, and opportunities for feedback and action planning.
o Track long-running implementations and ensure action plans are sound and updated every two weeks.
Experience:
· 7+ years of project management experience, preferably in SaaS product implementation.
· Proven track record of managing complex implementation projects and leading high-performing teams.
Skills Required:
· Soft Skills:
o C1 level language proficiency on the CEFR Scale, excellent presentation, problem-solving, and communication skills.
o Strong people skills with the ability to manage diverse teams and resolve conflicts effectively.
· Technical Skills:
o Proficient in project management tools (e.g., Smartsheet, Jira, Trello) and CRM platforms (e.g., Salesforce).
- Familiarity with SQL for data extraction and reporting; knowledge of data visualization tools (e.g., Tableau, Power BI) is a plus.
- Understanding of the advertising technology ecosystem, including campaign management, SSP/DSP, and ad servers.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma) to enhance operational efficiency.
· Project Management:
o Knowledge of quality tools (Six Sigma-Green Belt, PMP/Prince-2) and familiarity with project management methodologies.
Education:
· Any graduation.
Working Hours:
· Mon to Fri: 6:30 PM IST to 3:30 AM IST (subject to change based on US Day-light saving) - Work from Office - Mandatory
Location:
· Hyderabad.
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