Title: Manager, Client Implementation Project Management
Location: Remote-US
Salary: Up to $160K + STIP
About the RoleThe Manager, Client Implementation Project Management owns and runs PSI's client implementation project management team, leading and developing the Project Managers and Senior Project Managers who deliver client implementations end to end. This is PSI's client-facing implementation project management function focused on onboarding new clients and delivering existing-client projects onto PSI technology and operational workflows. The role is defined by ownership and sound judgment: the successful candidate takes full accountability for the team and its delivery while shaping the standards and operating model the team works to. The Manager holds accountability for the performance, capacity, and professional growth of the team, as well as for the quality, consistency, and predictability of delivery against cost, schedule, quality, customer satisfaction, and outcome targets.
The Manager balances direct people management with portfolio oversight-allocating resources, managing workload and priorities across the team, coaching project managers through complex or at-risk engagements, and serving as a point of escalation for internal and external stakeholders. The Manager is also expected to be hands-on when needed: stepping directly into a project to lead it in the absence of a project manager, and bringing deep technical understanding of PSI's product suite, configurations, and integrations to guide successful delivery. The role partners closely with commercial, product, operations, solutions, and proposals teams to ensure delivery aligns with PSI's strategic goals and client commitments, while continuously improving project management standards, tools, and governance.
A core part of the role is strategically determining the right project management processes and standardizing them across the team-establishing consistent practices for how every project manager plans, communicates, and delivers, and building the tracking and reporting infrastructure that gives the business clear visibility. The Manager is also responsible for resourcing strategically across the full portfolio, spanning existing-client upsell projects as well as brand-new client implementations, and for supporting the sales cycle by shaping credible implementation timelines and confidently representing PSI's implementation approach to prospects.
Role Responsibilities Team Ownership & Leadership - Takes full ownership of the client implementation project management team making sound, timely decisions and setting direction.
- Sets the strategic vision and direction for the client implementation project management function, translating PSI's business strategy and growth priorities into a clear operating model, roadmap, and set of goals for the team.
- Thinks ahead of current delivery-anticipating future demand, capability gaps, and risks, and proactively shaping how the implementation function needs to evolve to support the business rather than simply reacting to project-by-project needs.
- Partners with commercial, product, operations, and solutions leadership to align implementation delivery with strategic objectives, influence prioritization, and ensure the highest-value initiatives receive the right focus and resources.
- Brings a portfolio-level, big-picture perspective to decision-making-balancing short-term delivery pressures against long-term capability, scalability, and predictability of the function.
People Leadership & Team Management - Leads, directs, and supervises a team of Project Managers and Senior Project Managers. Monitors workflow and deadlines, reviews project plans, and ensures team members meet project goals accurately and on time.
- Provides day-to-day leadership, coaching, and mentoring for staff-setting clear performance expectations, holding team members accountable, and supporting professional development and career progression.
- Owns hiring, onboarding, performance management, goal setting, and regular one-to-ones for direct reports; conducts formal performance reviews and supports succession and talent planning within the team.
- Manages team capacity and resource allocation across the full portfolio-balancing workload across project managers, matching engagements to skill and complexity, forecasting demand across existing-client upsell and brand-new implementation pipelines, and surfacing capacity gaps, hiring needs, or reprioritization to leadership.
Portfolio & Delivery Oversight - Holds overall accountability for the successful delivery of client implementations across the team's portfolio, including project success factors such as cost, schedule, quality, customer satisfaction, and evaluation of outcomes.
- Reviews specifications and project plans across the portfolio, ensuring consistent application of project management methodologies, governance, and quality standards.
- Serves as a senior point of escalation for at-risk projects, complex client situations, and cross-functional issues; steps in to guide project managers toward resolution and takes ownership of issues through to completion.
- Steps directly into projects to lead them hands-on in the absence of a project manager-picking up delivery, client communication, and governance seamlessly to ensure continuity and protect client commitments during gaps, leave, or transitions.
- Prepares and communicates portfolio-level status and project reports. Also identifies, tracks, monitors, and communicates project-related issues, scope changes, variances, and contingencies.
- Develops and maintains expertise not only in the PSI product suite, but in the configurations and integrations required for a successful implementation-understanding how PSI's platforms are set up, tailored, and connected to client and third-party systems.
Proposals & Sales Cycle Support - Supports the Proposals and business development teams by defining suggested implementation timelines, milestones, and delivery approaches for prospective clients as part of the sales cycle.
- Confidently presents PSI's implementation process, methodology, and timelines to prospects-serving as a credible, client-facing representative of the delivery function during pursuits and helping to win new business.
- Ensures proposed timelines and milestones are realistic and grounded in delivery reality, and that commitments made during the sales cycle can be met by the implementation team.
- Provides excellent customer service to clients and partners, acting as a senior liaison and handling escalated questions and concerns with speed, accuracy, professionalism, and a sense of urgency.
Process Standardization & Ways of Working - Strategically determines the right project management processes and delivery standards for the team and standardizes them across all project managers-defining consistent, repeatable practices for how projects are planned, run, and closed.
- Builds and maintains overall tracking and reporting dashboards that provide portfolio-wide visibility into project status, milestones, risks, and resourcing for the team and senior leadership.
- Evaluates, selects, and rolls out the tools, templates, and governance routines that underpin standardized ways of working, and drives adoption and continuous refinement across the team.
Knowledge, Skills and Experience Requirements - Total experience: 10+ years overall, including at least 8 years in project or program delivery, plus 2 to 3 years directly managing, coaching, or formally supervising project managers.
- Education to Bachelor's degree level in a related field such as business or program/project management.
- Proven ability to fully own and run a team independently-exercising sound judgment and making the right calls and aligning the team across the portfolio
- Demonstrated strategic leadership capability-the ability to set vision and direction for a function, connect delivery to business strategy, and drive change beyond managing existing operations.
- Proven experience as a project or program manager delivering complex, enterprise-level client implementations, ideally spanning multiple teams and product lines.
- Demonstrated people-management experience is required-leading, coaching, and developing a team of project management professionals, including performance management and capacity/resource planning.
- Ability to support the sales cycle-defining implementation timelines and milestones and confidently presenting the implementation approach to prospective clients.
- Proficiency in using web-based project management platforms such as MS Project, Smartsheet, or Jira is required.
- Extensive stakeholder management experience required, including the ability to influence and collaborate across multiple departments and engage senior stakeholders and leadership teams.
- Prince2 / PMP / Agile experience required; project management certification preferred.
- Strong understanding of project management methodologies with a proven ability to define, standardize, and enforce processes and ways of working across a team, and to design tracking dashboards and reporting that provide portfolio-level visibility.
- Strong problem-solving skills, with the ability to anticipate challenges, manage shifting priorities, and thrive in a dynamic, fast-paced environment.
- Experience in the testing industry and with assessment delivery platforms is a plus.
Benefits & Culture Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:
- Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
- Generous Time Off: Enhanced paid time off/annual leave policies
- Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
- US: Dental, vision, life, and short-term disability insurance
- UK: Medical cashback plan including dental, vision, and income protection
- Flexible Spending Accounts (US)
- Employee Assistance Program (EAP): Confidential support whenever you need it
- Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
- Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
- Future Planning: Tools and support to help you grow personally and professionally
- Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry
At PSI, we're more than just a workplace - we're a global team driven by shared values and real impact. If you're ready to be part of a company that's committed to your growth and well-being, we'd love to hear from you.
