Operations & Program Manager, Implementation

6+ years of experience in operations, customer onboarding, implementation, customer success, or a related field. Strong understanding of the customer journey, particularly the onboarding and activation stages. Proven ability to optimize operational processes, build scalable frameworks, and identify gaps or inefficiencies. Experience partnering with cross-functional teams. Excellent project management skills, with a track record of leading implementation-focused initiatives. Proficiency with data analysis, metrics tracking, and reporting. Exceptional communication and collaboration skills. Comfort and adaptability in fast-moving or evolving environments. Familiarity with enablement activities (creating documentation, playbooks, training materials, process guides) is a strong plus.

Lead the implementation and ongoing management of systems and tools that support the Implementation organization. Partner with cross-functional stakeholders to identify opportunities for automation and workflow optimization. Map, monitor, and analyze onboarding, deployment, and activation workflows, identifying and resolving pain points. Evaluate the effectiveness, adoption, and scalability of Implementation tools and processes. Serve as the operational and technical owner for key Implementation systems and programs. Lead initiatives to revisit, refine, or redesign customer service packages related to onboarding, deployment, and activation. Drive cross-functional readiness for new systems, processes, or service offerings. Stay current with trends in customer onboarding, deployment operations, implementation tooling, and activation best practices.