Implementation Manager

• Ensure all assigned launches and continuous improvement efforts land successfully in region/globally, on time, delivering experience customers/partners expect while managing stakeholder expectations.   

• Provide input to launch design, engage with Corporate launch team across the globe to ensure regional requirements are incorporated into design.  

• Manage the E2E regional/global deployment, establish regional/global structure, build plan, identify risks, influence to ensure these are mitigated, or escalate to resolve.  

• Represent our Customers, Partners and Field throughout the launch process. Conduct experience mapping sessions ensuring that the experience we deliver is in line with customer and partner expectations.  

• Ensure all regional/global stakeholders understand the impact the launch will have for their organizations, be it transaction volumes, query support, resource impact, etc, and establish plan to manage. 

• Build strong engagement with corporate launch teams and regional implementation managers located in other Regions. Ensuring consistency in launch execution and adherence to launch framework.  

• Provide regional/global approval for transition through launch tollgates and recommend launch “Go/No Go” decision.  

• Conduct structured launch post-mortems ensuring learnings are incorporated into future launches.  

• Contribute to development of launch processes and frameworks, ensuring we continually develop how we manage launches given dynamic launch environment. 

• Identify AI and Automation opportunities and work closely with leadership teams to operationalize 

• Skilled in the identification, documentation and communication of key business and customer needs to create future, high quality experiences solving key business scenarios, including success measurement and execution management 

Candidate Attributes: 

• Operations acumen with understanding of how operations ecosystems work  

• Candidate will have demonstrated experience in complex stakeholder engagement, negotiation and conflict management; project management including aspects of risk management, governance and decision making.  Analytical and business judgement in complex scenario 

• Demonstrated experience in working effectively in cross-functional, international teams (often virtual) 

• Demonstrated change and project management skills 

• Ability to thrive in a fast-paced multinational environment, working across multiple lines of business 

• Team player with ability to work across cultures effectively, valuing diversity within a virtual team 

• Demonstrated collaboration skills with a keen understanding of how to drive results  

• Outstanding attention to detail combined with an ability to see the big picture (be both broad and deep) 

• Written and verbal communication skills (open, confident communicator effective in senior levels of engagement) 

• Be a Change Leader, have a good understanding of change management, the importance of it, approaches, key tasks and timelines. 

Embody our culture and values

Required Qualifications: 

• Bachelor's Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experience OR equivalent experience 

Preferred Qualifications: 

• Master's Degree in Engineering, Business, or related field AND 2+ years process management, process execution, process optimization, or related experience OR 
• Demonstrated excellence in thought leadership, innovation and execution management; ability to influence without authority. 
• Working knowledge of US Federal Government business practices 
• Excellent communication skills and leader with ability to build solid relationships with individuals at all levels, in multiple geographies and business functions, both internally and externally    
• Experience in Business Process Outsourcing, managing outsourcing partners in a managed service model is a plus. 
• Demonstrated experience in process improvement, specifically identifying and implementing process automation opportunities.  
• Challenge Status-quo (Growth-Mindset). 
• Ability to meet Microsoft, customer and/or government security background screening requirements as required for this role. These requirements currently include, but may change, and are not limited to: 
• Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements. 
• Microsoft Cloud Screen Background Check: This position will be required to pass the Microsoft Cloud Screen background check upon hire/transfer and every two years thereafter while in this role. 
• 4-5 years of demonstrated Project Management and Process Management experience preferably in an Operations environment. 
• Demonstrated ability to implement change.
• Flexibility to maintain focus through change and ambiguity, navigate uncertain situations, and drive for clarity.
• Communication skills with ability to build solid relationships with individuals at all levels.  
• Direct experience in working with international stakeholders and driving process improvements in highly complex and rapidly changing environment.