Travel Insured International, a Crum & Forster company, is hiring for an Implementation Manager on our Sales Operations team.

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

Job Description

The Implementation Manager is responsible for leading the successful onboarding and integration of new clients, projects, and solutions in the Partnership Business Center team at Travel Insured International. This role ensures that operational, technical, and customer-specific requirements are met through effective project management, cross-functional collaboration, and process optimization. They will serve as the primary liaison between clients, internal teams, and external partners, ensuring seamless execution from project initiation through go-live and post-implementation support.

This newly created role serves as a critical liaison between multiple business units, including Project Management, Sales, Account Management, Marketing, Business Development, Claims, and Customer Service, to ensure seamless communication, alignment, and timely delivery of business initiatives. This is an exciting time to join the team and TII as we continue to grow. This role reports to the VP, Business Development & Partnerships.

This role can be based in our Glastonbury, CT office on a flexible, hybrid schedule or 100% remote (must work on EST hours).

What you will do:

• Work closely with Business Development to build trusted relationships with new partners, including airlines, hoteliers, OTAs, cruise lines, tour operators, insurance aggregators and marketplaces, and brokers, to implement our embedded API solutions into the partners' booking flows.
• Oversee the entire client onboarding process, from discovery and planning through execution, testing, and go-live, ensuring projects are delivered on time, within scope, and on budget.
• Serve as the main point of contact during implementation, providing proactive communication, managing expectations, and ensuring client satisfaction.
• Develop detailed project plans, timelines, and milestones. Coordinate cross-functional teams including Project Management, Sales, Account Management, Marketing, Business Development, Claims, and Customer Service, to ensure seamless communication, alignment, and timely delivery of business initiatives. Identify potential issues early, develop contingency plans, and resolve problems to minimize impact on timelines and deliverables.
• Capture lessons learned, recommend process enhancements, and standardize best practices for future implementations.
• Monitor key implementation KPIs, prepare status reports, and present progress updates to leadership and stakeholders.

What YOU will bring to C&F:

• Energized by helping build a growing team
• Ability to be successful where there may not be established processes or workflows
• Highly organized, with attention to detail
• Collaborative mindset and team player
• Proactive problem-solving abilities
• Adaptability and flexibility in a fast-paced environment
• Customer-focused approach
• Strong sense of accountability and ownership

Requirements:

• A bachelor's degree in business administration or related area of study or equivalent experience is required
• 5+ years of experience in project coordination, business operations, or a related role is required
• Experience delivering full lifecycle technical implementations including discovery, configuration, testing, and deployment.
• Strong organizational and multitasking skills with keen attention to detail.
• Excellent verbal and written communication skills.
• Ability to build relationships and work effectively across diverse teams.
• Proficiency in Microsoft Office Suite; experience with project management tools (e.g., Asana, Trello, MS Project) is a plus.
• Experience in ecommerce, travel suppliers, and/or embedded ancillary products is preferred but not required.
• Travel is required for events and meetings (20%). Travel may include international travel; a passport is required.

What C&F will bring to you

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family's wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

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