Job DescriptionThe Manager, Implementation is responsible for leading the day-to-day operations of the Implementation team, ensuring the successful deployment of Parcel Pending's intelligent locker solutions across all customer segments. This role manages a team of Project Managers and Installation Coordinators responsible for delivering exceptional customer implementations from project kickoff through go-live.
The successful candidate is a hands-on leader who is passionate about developing people, driving operational excellence, improving processes, and ensuring a consistently positive customer experience. This position partners closely with Sales, Customer Success, Supply Chain, Engineering, and third-party installation partners to deliver projects on time, within budget, and to customer expectations.
Key ResponsibilitiesTeam Leadership- Lead, coach, and develop a team of Project Managers supporting all market verticals.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions to support employee growth and engagement.
- Establish quarterly SMART goals and provide ongoing performance feedback.
- Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
- Assist with recruiting, onboarding, and training new team members.
Implementation Operations- Partner with the Manager of Installations to oversee the successful execution of customer implementations, ensuring projects are delivered on time, within budget, and aligned with customer expectations.
- Monitor implementation workload, project backlogs, and resource allocation to ensure accurate forecasting and timely delivery.
- Conduct recurring backlog and project health reviews to improve implementation efficiency.
- Support the team in achieving annual implementation targets and departmental KPIs.
- Act as the primary escalation point for implementation issues, partnering with internal teams to resolve customer concerns.
Operational Excellence- Monitor and report on team KPIs, SLAs, backlog health, and operational performance metrics.
- Identify opportunities to improve implementation processes, increase efficiency, and enhance the customer experience.
- Utilize Salesforce, Microsoft 365, and other business systems to improve visibility, reporting, and execution.
- Recommend process improvements and help implement best practices across the Implementation organization.
Vendor & Partner Management- Maintain strong working relationships with first-party and third-party installation partners, ensuring service level agreements and quality expectations are consistently met.
- Manage relationships with third-party wrap vendors to ensure projects are completed on schedule and meet quality standards.
- Collaborate with internal departments to ensure successful implementation planning and execution.
Additional Responsibilities- Participate in cross-functional initiatives that improve implementation processes and customer experience.
- Support departmental objectives and perform additional responsibilities as assigned.
QualificationsRequired Qualifications- Bachelor's degree in Business, Operations Management, Project Management, or a related field, or equivalent professional experience.
- 5+ years of experience in implementation, deployment, operations, project management, or customer onboarding.
- 2+ years of experience leading or supervising customer-facing teams, preferably in a remote environment.
- Experience managing hardware deployments, IoT implementations, technology rollouts, or field operations.
- Strong project management and organizational skills with the ability to manage multiple priorities.
- Experience tracking KPIs, SLAs, and operational performance metrics.
- Excellent communication, leadership, and problem-solving skills.
- Experience with Salesforce, Microsoft 365, or similar business applications.
Preferred Qualifications- Experience in SaaS, IoT, logistics, parcel management, or smart locker solutions.
- Experience managing third-party vendors or installation partners.
Travel• • Ability to travel up to 20% domestically for customer visits, team meetings, and company events.
Knowledge gaps can be filled. Even if you don't satisfy every single requirement or meet every qualification listed, we still want to hear from you.
Turn your passion into performance. Apply now.
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Additional InformationThis posting is for an existing vacancy. We use AI-enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.
Rewards & Benefits- Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
- Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
- Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
- Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
- Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
