Lead - Implementation Manager
Lead - Implementation Manager
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Job Description
Job Title: Lead Implementation Manager
Overview: The Lead Implementation Manager will oversee a team of Implementation Managers
(IMs) dedicated to successfully implementing client’s platform and services for end customers. This
role combines project management leadership with a focus on quality assurance and training
ensuring high standards of service delivery and team performance.
Provide ongoing guidance and support to Implementation Managers fostering a culture of
collaboration and empowerment to drive successful implementations and achieve project
goals.
Conducting regular quality audits to ensure adherence to established standards and
continuous improvement.
Developing and implementing comprehensive training programs to bridge knowledge gaps
and enhance team capabilities.
Fostering a culture of learning providing resources and support for both technical and non
technical skill development.
Key Responsibilities Include:
Project Oversight:
oManage and oversee the endtoend implementation process ensuring alignment
with client objectives and adherence to methodologies.
oDevelop comprehensive project plans including timelines resource allocation and
key milestones.
Team Management and Mentorship:
oLead and mentor a team of Implementation Managers providing ongoing guidance
and support to enhance team performance.
oShadow each offshore IM regularly by following email threads Slack channels and
customer calls providing actionable feedback on strengths and areas for
improvement.
Progress Monitoring and Support:
oConduct weekly checkins (account reviews) with each IM to assess project progress
identify risk areas flag blockers and provide support.
oEnsure IMs effectively share progress updates on implementation projects including
completed tasks upcoming work account health and potential risks.
oFunction as the escalation point for IMs working with internal teams to mitigate
risks and resolve challenges.
Quality Assurance:
oConduct regular quality audits and reviews to ensure compliance with established
standards and continuous improvement.
oMonitor team collaboration and maximize knowledge sharing through daily stand
ups and clarifying queries to identify key trends or areas for improvement.
Training and Development:
oConduct comprehensive training needs assessments to identify skills or knowledge
gaps within the team.
oCollaborate with leads and managers in business units to determine training
priorities.
oDevelop and deliver effective training programs for internal teams ensuring training
sessions are interactive engaging and relevant to participants' roles.
oCreate training materials and conduct inperson and virtual training sessions.
oAssess training needs and measure training effectiveness providing insights for
continuous improvement.
oManage endtoend new hire training for new associates sharing batch reports and
regular updates on training progress with stakeholders.
oManage knowledge interventions including refresher training sessions and
administering process knowledge tests.
oFacilitate Performance Improvement Plan (PIP) trainings for associates identified as
having performance issues.’
oUtilize diverse training methods such as roleplaying simulations and group
activities to enhance learning outcomes.
Reporting and Communication:
oProvide weekly reports detailing case closures active cases and projections for new
case assignments.
oMonitor capacity and efficiency to advise on case assignments and track long
running implementations ensuring action plans are updated.
Continuous Improvement:
oIdentify risks to help unblock IMs and provide guidance on necessary actions.
oQuestion situations that appear off such as discrepancies in utilization rates or
prolonged project phases and dig into underlying issues.
oProvide feedback for individual performance and process adjustments to enhance
efficiency and teamwork.
oCelebrate wins by recognizing individual and team accomplishments to boost morale
and maintain momentum.
Data and Dashboard Utilization:
oConnect insights using available data and dashboards to identify concerning trends
support needs and opportunities for feedback and action planning.
oTrack longrunning implementations and ensure action plans are sound and updated
every two weeks.
Experience:
7 years of project management experience preferably in SaaS product implementation.
Proven track record of managing complex implementation projects and leading high
performing teams.
Skills Required:
Soft Skills:
oC1 level language proficiency on the CEFR Scale excellent presentation problem
solving and communication skills.
oStrong people skills with the ability to manage diverse teams and resolve conflicts
effectively.
Technical Skills:
oProficient in project management tools (e.g. Smartsheet Jira Trello) and CRM
platforms (e.g. Salesforce).
oFamiliarity with SQL for data extraction and reporting; knowledge of data
visualization tools (e.g. Tableau Power BI) is a plus.
oUnderstanding of the advertising technology ecosystem including campaign
management SSP/DSP and ad servers.
oExperience with process improvement methodologies (e.g. Lean Six Sigma) to
enhance operational efficiency.
Project Management:
oKnowledge of quality tools (Six SigmaGreen Belt PMP/Prince2) and familiarity with
project management methodologies.
LiveRamp Product Knowledge:
oPreferred knowledge of LiveRamp systems and products including APIs and
database management.
Education:
Any graduation.
Working Hours:
Mon to Fri: 6:30 PM IST to 3:30 AM IST (subject to change based on US Daylight saving)
Work from Office Mandatory
Location:
Hyderabad.
Note to Tag: Keywords for Job Search: Lead Implementation Manager Technical Project Manager
Project Management Lead Quality Assurance Lead Training Manager.
Employment Type
Full Time
