WHO WE NEED: The Implementation Supervisor is a strategic operational leader within the Professional Services team who balances people leadership, operational excellence, and analytics-driven decision making. This role leads a team of Implementation practitioners while also driving the systems, processes, and reporting that enable scalable customer onboarding and consulting delivery.
The ideal candidate brings a genuine coaching mindset, strong PMO and process design instincts, and the technical fluency to leverage business intelligence tools in service of team performance and customer outcomes. This role combines hands-on team development and process improvement with cross-functional collaboration to ensure consistent, measurable service delivery.
Qualifications:- 2+ years of experience in Professional Services Operations, Implementation, or Consulting, with at least 1 year in a leadership role or equivalent
- Working knowledge of PMO, Implementation, and Consulting processes and tools
- Understanding of SaaS customer lifecycle from Sales through Customer Success, including handoff points and shared accountability
- Ability to configure and develop within PS tools, including SuiteProjects Pro and Salesforce
- Strong analytical skills with the ability to identify trends, leading indicators, and root causes from operational data
- Comfort working with various data storage methodologies
- Excellent written and verbal communication skills with technical, non-technical, executive, and non-executive audiences
Preferred Qualifications:- Bachelor's degree in Business, Information Systems, or a related field
- Experience leading process improvement initiatives in a Professional Services or Consulting environments
- Crucial Conversations certification or equivalent feedback and coaching training
- Familiarity with HCSS construction industry workflows and customer use cases
- Agile approach to work, with the ability to proactively manage a queue of projects alongside team responsibilities
- High level of curiosity and a goal-oriented approach to problem solving
Role Responsibilities:- Lead, coach, and develop a team of Implementation practitioners to deliver consistent, high-quality customer onboarding and consulting outcomes
- Continuously evaluate and improve the systems, workflows, and tools that enable Professional Services delivery at scale
- Support the customer onboarding experience and use engagement signals to drive proactive team action
- Drive data-informed decision making for the Professional Services team through reporting, analytics, and operational support
Travel Requirements:• Travel needs will vary, but typically less than 25%
BENEFITS & PERKS:Part of our mission is to provide a great life for our employees. We believe that when our people are happy, they do their best work. Some of the benefits and perks we offer include:
- Flexible hybrid schedule
- Medical, dental, and vision coverage with company-paid and employee-paid options
- Paid holidays, sick days, and personal time off
- Employee Resource Groups (ERGs) that foster connection and inclusion
- On-site amenities including a covered basketball court, soccer field, track, pickleball/tennis courts, gym, etc.
- Dog-friendly campus and WiFi-accessible courtyards
- 401(k) with a 5% company match
- Coverage for employee professional development and wellness
- And more!
