Implementation Manager

Job Description:

The Implementation Manager leads the setup and launch of new client programs within a rapidly scaling organization. As one of the first PSG representatives clients engage with, this role plays a key part in shaping the client experience and building the foundation for long-term partnerships.

This is a highly visible, client-facing opportunity with end-to-end ownership of implementation delivery—from scoping and onboarding through go-live and stabilization. Working closely with Sales, Operations, and Client Management, you’ll drive alignment, lead seamless launches, and deliver meaningful client outcomes.

Ideal for someone who thrives in fast-paced, project-driven environments and enjoys leading cross-functional initiatives, managing stakeholder expectations, and turning complexity into execution.

Responsibilities include, but are not limited to the following:

• Lead program setup scoping calls with Sales and clients, ensuring clear alignment on scope, timelines, and deliverables

• Own end-to-end client onboarding and implementation kickoff activities

• Develop, manage, and drive execution of implementation project plans and timelines

• Oversee cross-functional coordination across internal teams to ensure timely and high-quality delivery

• Facilitate regular project reviews with clients and internal leadership, providing clear updates and recommendations

• Proactively identify risks, issues, and dependencies, and drive mitigation strategies

• Manage client expectations and maintain strong alignment on scope, progress, and outcomes

• Ensure successful project delivery by maintaining accountability to timelines, quality standards, and client satisfaction

Qualifications:

• Proven track record in end-to-end implementation lifecycle (discovery, planning, execution, go-live, and hypercare)
• 5+ years of experience in Implementation or Project Management
• Strong experience in client-facing roles, acting as primary point of contact during implementations
• Background in BPO, RPO, HR Tech, CCaaS, or staffing environments (preferred)
• Demonstrated ability to manage multiple concurrent client implementations with competing priorities
• Strong capability in cross-functional coordination across operations, recruitment, product, and technology teams
• Proven ability to identify risks, drive resolution, and ensure on-time, high-quality delivery outcomes
• PMP certification or equivalent project management certification is highly preferred

What Do You Think?

Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible?