Launch Implementation ManagerAbout the RoleWe are hiring a
Launch Implementation Manager to join our Launch team at Spare!
As a Launch Implementation Manager, you will be accountable for guiding government agencies and transit operators from kickoff through launch, setting each one up for a long and successful partnership with Spare. This is a role for someone who sees every launch as the foundation of a lasting relationship: learning how each agency truly operates, configuring Spare to fit their service, and preparing their teams to run it with confidence. You'll be the person who knows each launch inside and out, keeps every stakeholder aligned, and hands over accounts so well prepared that success continues long after go live.
If you have been looking for a company where customers come first, you've found the right place! As a member of our Launch team, you'll have the opportunity to directly impact the lives of thousands of people across North America.
Our Spare HQ is in Vancouver, BC, although this position can be located remotely anywhere across Canada.
Key ResponsibilitiesProduct Knowledge:- Develop and maintain a confident, working command of Spare's core products and configuration options, staying current as new releases change what is possible.
- Configure Spare confidently for each agency, validating unfamiliar settings with experienced peers before committing them
- Explain platform capabilities plainly and connect every feature directly to how the agency runs its service
- Stay ahead of release changes that affect active launches and raise them with customers before they notice
Customer Discovery & Requirements Translation:- Learn how each agency actually operates by gathering requirements directly from the people who run the service
- Compare what was sold against what the agency needs, partnering closely with the Growth and Solutions Engineering teams to ensure all pre-sale RFP commitments are met
- Observe dispatch and driver workflows to uncover unstated requirements, then translate them into optimal product configurations and user workflows
- Identify customer pain points, propose solutions, and advocate for customers with the Product team
- Hand over each account with known risks and customer context clearly documented so the next owner can continue seamlessly
Project Management:- Own and manage complex customer onboarding and software implementation projects from kickoff through the first post-launch reporting cycle
- Build and run launch plans with clear milestones, owners, scope, dependencies and risks, sequenced with the contract's commercial terms in mind
- Coordinate across customer and Spare teams, communicating status on a predictable rhythm
- Re-sequence plans quickly when a dependency slips and align the customer on the new path forward
- Manage multiple launches simultaneously while keeping each one on track
Training & Facilitation:- Teach agency staff at every level of technical comfort to run their service confidently in Spare
- Adapt a consistent training core to each agency's service design and workflows
- Pace live sessions to the group, confirm understanding through hands-on practice, and adjust in real time when users need extra support
- Build agency-specific job aids that empower staff to complete their workflows independently after training ends
Stakeholder Management:- Build strong, lasting relationships at every altitude, from executive sponsors to frontline users
- Set realistic expectations by explaining clearly what Spare can do and how it best supports the agency's goals
- Respond to unworkable requests with practical, well-reasoned workarounds that keep the launch moving
- Coach agency counterparts to lead change within their own organizations
Other aspects of this job:- Travel within Canada and the USA for kickoffs and launches (adding up to around 2 to 3 weeks per quarter)
- Rotate with the rest of the Launch and Customer Success teams as the first point of contact for customers in emergencies, which can occasionally happen on evenings and weekends
About You - Previous experience with implementation, managing multiple complex projects or customers simultaneously (ideally a minimum of 5 years)
- Experience leading complex tech or SaaS implementations for enterprise-level customers
- Strong ability to translate operational requirements into clear product configuration and user workflows
- Confidence facilitating training for audiences with varying technical fluency
- Excellent communication skills with a strong ability to build lasting relationships with customers of different backgrounds and technical abilities
- A driven self-starter who adapts with ease in dynamic, fast-paced settings
- Availability and eligibility to travel within Canada and the USA (2 to 3 weeks per quarter)
It will be considered a bonus (nice-to-have):- Previous experience or a keen interest in transit or mobility
- Experience at a startup or scale-up company in a fast-paced environment
Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification in the job posting. At Spare, we are committed to creating a diverse and inclusive environment, so we strongly encourage you to apply even if you don't believe you meet every single qualification outlined.
Benefits - Purposeful work: Be a part of a mission-driven company that is solving real-world problems and improving the lives of people around the world. Learn more about the impact we're making in our 2024 Global Impact Report!
- Growth Opportunities: Spare is growing fast and there is uncapped potential for rapid advancement of motivated high performers on our team!
- Market-competitive pay: We benchmark roles annually to attract and retain top talent.
- Stock options: Enjoy the feeling of ownership. All Spartians are provided stock options, so you can share in the growth and success of Spare!
- In-office collaboration: If you're in Metro Vancouver, you have the option to work out of our HQ located downtown, close to Waterfront Station.
- Home office allowance: We recognize the importance of a productive home office setup to help you do your best work, which is why we provide a CA$1,000 home office allowance.
- Team offsites & socials: We love the flexibility of remote work, and we also value the importance of in-person connection. Each team has an annual budget for travel and accommodations to get together for a team offsite or hackathon. Plus, you have access to a CA$50 monthly budget to socialize with other Spartians in your city, whether that means going out for a meal or hitting up a karaoke spot!
- Health insurance: We offer a competitive and comprehensive benefits package.
- Lifestyle Spending Account: We offer a CA$500 per year Lifestyle Spending Account (taxable benefit), which you can use to get reimbursed for a variety of expenses including education, wellness, transportation, and childcare or pet care.
- Paid time off: We offer flexible PTO, unlimited sick days and company-wide shutdown days to help you rest and recharge.
Guiding PrinciplesAt Spare, we don't have a strict set of values, but rather a set of Guiding Principles that represent the most successful people at Spare.
Take Ownership • ⛰ Growth Mindset • Execute with Urgency • 🚌 Drive Results • 💩 No Assholes • 🤩 Customer-Obsession
