- Lead, coach, and develop a team of Implementation Managers and Coordinators, driving performance, accountability, and professional growth.
- Oversee the full lifecycle of client onboarding, ensuring implementations are delivered on time, within scope, and aligned with client expectations.
- Establish, monitor, and drive performance against key metrics, including timelines, quality, and client onboarding experience.
- Ensure consistent execution of implementation methodologies, workflows, and best practices, while identifying and addressing gaps to improve scalability and efficiency.
- Manage implementation risks, dependencies, and escalations, ensuring timely resolution and minimal impact to client onboarding.
- Maintain visibility into the implementation pipeline and resource planning to support effective delivery.
- Partner cross-functionally with Product, Operations, and Training to align on priorities, ensure readiness, and drive continuous improvement in onboarding processes.
- Translate onboarding challenges and client feedback into actionable insights to support product enhancements and rollout of new features.
- Lead communication and coordination of implementation timelines, expectations, and updates across clients and internal stakeholders.
- Drive adoption of new tools, processes, and system enhancements, supporting change management across onboarding activities.
Project Management