Description

Position Description

The Operations Manager - Implementation leads the Implementation team, ensuring client implementations and special projects are delivered successfully, on time, within scope, and aligned with B2E's quality standards. This role is responsible for team leadership, resource planning, project oversight, process improvement, performance management, and collaboration across departments to deliver an exceptional client onboarding experience. This position reports directly to the VP of Operations.
Key Responsibilities
Team Leadership

• Lead, coach, mentor, and develop the Implementation team.
• Conduct regular one-on-one meetings and team meetings.
• Hire, onboard, train, evaluate, and develop team members.
• Identify and coordinate departmental and individual growth and training opportunities.

Implementation Operations

• Assign implementations and special projects based on workload, skills, and capacity.
• Monitor implementation progress and proactively address risks.
• Ensure implementations and special projects are delivered on time, within scope, and meet B2E quality standards.
• Serve as the escalation point for implementation issues and provide timely and satisfactory resolution.

Project & Process Management

• Provide project management leadership for complex implementations.
• Ensure consistent use of implementation tools, documentation standards, and internal and client communication processes.
• Develop, maintain, and improve implementation methodologies and departmental procedures.
• Monitor departmental performance metrics and implementation KPIs, identifying opportunities to improve efficiency, quality, team performance, and client satisfaction.
• Lead continuous improvement initiatives that enhance efficiency, scalability, quality, and the client experience.

Cross-Functional Collaboration

• Partner with Business Development on sales pipeline forecasting and implementation capacity.
• Collaborate with other operational teams to improve client onboarding and handoff.
• Champion an exceptional client onboarding experience by promoting proactive communication, accountability, and service excellence throughout the implementation process.
• Perform other duties and responsibilities as assigned in support of departmental and organizational objectives.

Success Measures

Success in this role is demonstrated by:
• Delivering client implementations and special projects within established timelines, scope, and quality standards.
• Achieving high levels of client satisfaction throughout the implementation and onboarding experience.
• Effectively balancing team workload, utilization, and implementation capacity.
• Continuously improving implementation processes, documentation, and operational efficiency.
• Achieving departmental performance metrics and implementation KPIs.
• Developing, engaging, and retaining a high-performing Implementation team.
• Building strong partnerships across departments to support organizational goals and enhance the client experience.
Qualifications & Education Requirements:

• 3+ years of supervisory experience
• 3+ years HRIS experience
• 3+ years of Project Management experience, PMP or similar certification preferred
• CPP or PHR Certifications preferred
• Proficient in Microsoft Product Suite
• Excellent verbal and written communications skills and demonstrated ability to communicate, present, and effectively influence all levels of an organization
• Ability to exhibit a professional manner in dealing with others and works to maintain constructive working relationships
• Ability to set and meet both internal and external deadlines