Implementation Operations Manager

Job Summary:

This role serves as an internal consultant, combining process improvement, quality assurance, solution design, and coaching to ensure the success of the Implementation Consultant (IC) team. This role focuses on managing and optimizing operational processes, supporting the intake and distribution of program updates, and driving efficiency and consistency across the Professional Services team.

The Professional Services Implementation Operations Manager will collaborate with cross-functional teams, including product management, project management, account management, solution delivery, implementation consulting, program engineering, and platform engineering, to understand and improve delivery outcomes, enhance team capabilities, and ensure high client satisfaction.

Duties/Responsibilities:

• Manage the intake process for all program updates and enrollment requests.
• Provide guidance, instruction, and support to Implementation Consultant pods, ensuring work is properly assigned and executed efficiently.
• Develop, document, and maintain processes and procedures for the mPulseOne Implementation team.
• Identify inefficiencies and implement improvements to enhance project execution and delivery.
• Coordinate and facilitate team training on new processes, procedures, and product features.
• Support Principal Implementation Consultants in managing workloads and ensuring tasks are properly delegated to team members for building and delivering email, SMS, IVR, and mobile web programs.
• Act as a coach and consultant for the Implementation team, promoting best practices and effective workflows.
• Work with the Project Coordination Team as needed.
• Implement and manage quality control and standard operating processes to ensure error-free program delivery that meets client expectations.
• Conduct audits and reviews to maintain high standards for program builds and updates.
• Assist in scoping program updates and provide clear guidance and instruction to the Implementation team for successful execution.
• Collaborate with cross-functional teams to ensure smooth program delivery and client satisfaction.
• Proactively address and resolve client concerns related to implementation operations and delivery processes.
• Ensure products, tools, and systems are effectively utilized and continuously improved to meet team needs.
• Partner with leadership to implement strategies for scaling the Professional Services organization, focusing on resource planning, efficiency, standard operating procedures, and operational scalability.
• Work closely with Project Management, Solution Delivery, and Account Management to stay informed about upcoming product releases and program changes, ensuring the Implementation team is prepared for new features and modifications.
• Gain a deep understanding of the scope of program changes and work with stakeholders to plan the best path forward for implementation.
• Provide feedback to product and project teams on potential implementation challenges related to new releases.
• Lead training sessions for Implementation Consultants on new features and how they impact implementations going forward.
• Ensure training materials are updated regularly to reflect product enhancements and best practices.
• Maintain and update Standard Operating Procedures (SOPs) to ensure alignment with current processes and system capabilities.

Skills/Abilities/Experience:

• Proven experience in Professional Services operations, project management, or a related role (7+ years preferred).
• Strong process development, solution architecture, documentation, and continuous improvement skills.
• Experience in resource management, quality assurance, and capacity planning.
• Analytical skills with the ability to build and interpret dashboards and performance metrics.
• Excellent communication skills, with the ability to deliver clear instructions and guidance to team members and present data to leadership.
• Experience collaborating across teams and departments to streamline operations and improve delivery outcomes.
• Familiarity with project management and resource planning tools; experience with Program Manager is a plus.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Experience in Professional Services delivery within a SaaS company.
• Knowledge of operational tools and automation solutions to streamline processes.
• Experience in a high-growth, fast-paced environment.

Minimum Qualifications:

• Proven experience in Professional Services operations, project management, or a related role (7+ years preferred).
• Strong process development, solution architecture, documentation, and continuous improvement skills.
• Experience in resource management, quality assurance, and capacity planning.
• Analytical skills with the ability to build and interpret dashboards and performance metrics.
• Excellent communication skills, with the ability to deliver clear instructions and guidance to team members and present data to leadership.
• Experience collaborating across teams and departments to streamline operations and improve delivery outcomes.
• Familiarity with project management and resource planning tools; experience with Program Manager is a plus.
• Highly organized, detail-oriented, and able to manage multiple priorities.

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.