Manager, Project Management

The Manager, Project Management will be responsible for the design, implementation and management of the Project Management department ensuring all quality and KPI requirements are achieved. In alignment with our company culture the Manager will be guided by our core values; be agile, pursue effectiveness and efficiency, earn trust, and champion innovation. This role will work closely with the Sales Organization, Training Services, Technology Services, Departmental Leaders and Operations teams to develop processes to meet and exceed our clients’ expectations.

Your Role:

• Develop efficient processes within our Implementation team that support accelerated growth at scale.
• Lead, implement, operationalize, and oversee new implementation initiatives and processes related to the entire customer journey.
• Create a delightful client experience by improving, streamlining, and monitoring the handoff process from sales to CS through to implementation completion (post go-live).
• Define the process and hold the team accountable to that process to ensure successful client experience from implementation to go-live.
• Develop and report KPIs, and objectives, and execute against annual operational plans.
• Provide executive and senior leadership team updates and scheduled reporting on a regular cadence.
• Create and deliver strategies and plans to help teams maximize the adoption of new programs and processes.
• Oversee team execution in accordance with project plans, tools, and methods, and support resource planning and acquisition.
• Work closely with the finance team and department executive on budget and financial forecast.
• Facilitate process and change management activities with cross-functional team members and stakeholders to understand and ensure adoption.
• Oversee the identification and delivery of on-brand communication strategies for internal and external stakeholders.
• Lead curriculum and communication teams to ensure successful adoption of new products and features.
• Provide direct support and coaching to front-line managers and supervisors as they help their direct reports navigate new processes.

Skills & Requirements:

• At least 3-5 years of directly managing highly effective project management teams or similar previous experience. 
• Provides process improvement education and mentorship at all levels of the organization. 
• Conducts cross-departmental bridges and process improvements.
• Designs and supports implementation project tracking systems.
• Plans, organizes, conducts, and follows up on analyses, events, programs, and initiatives which lead to the establishment of departmental quality standards. 
• Develops, teaches, coaches, and mentors staff in implementation.
• Oversees and delegates assignments for personnel including Client Onboarding Supervisors, Client Advisors, Project Managers and Oboarding Administrators.
• Responsible for managing client expectations, internal and external deliverables, and program timelines. 
• Think critically with emphasis on strategy, not just tactics to manage and meet client expectations. 
• PMP certification preferred. 
• Fosters an environment that focuses on excellent client satisfaction with integrated processes and positive outcomes.
• Acts as a high-level client escalation contact to resolve client issues or requests.

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