Senior Manager of Implementation Ops

USFull-TimeManager

Salary125,000 - 155,000 USD per year

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Job Details

Experience: 5+ years of experience in operations, with at least 3 years in customer success, onboarding, implementation, or post-sale operations.
Required Skills: SalesforceAnalytical SkillsStakeholder managementCustomer Success

5+ years of experience in operations, with at least 3 years in customer success, onboarding, implementation, or post-sale operations.
Strong expertise in Salesforce, including reporting, dashboards, and process design (admin-level experience is a plus).
Proven experience building and scaling operational systems with measurable business impact.
Hands-on experience using AI tools in operational workflows such as automation, QA, or agent-assist solutions.
Strong analytical and systems-thinking skills with the ability to translate data into actionable strategy.
Excellent cross-functional communication and stakeholder management skills in complex environments.
Demonstrated ability to manage multiple priorities while maintaining high execution standards.
Strong ownership mindset with a track record of driving initiatives end-to-end.
Ability to operate both strategically and tactically in a player-coach capacity.
Customer-centric approach with a strong focus on improving client experience and outcomes.

Design and optimize the end-to-end implementation lifecycle, from sales handoff through onboarding and customer launch.
Identify operational bottlenecks and redesign workflows to improve scalability, reduce cycle time, and increase customer satisfaction.
Build and maintain scalable SOPs, playbooks, and enablement systems to support onboarding and implementation teams.
Define and track core operational metrics such as time-to-launch, CSAT, revision rates, capacity utilization, and churn impact.
Develop dashboards, reporting frameworks, and data models in partnership with analytics teams to ensure accurate and actionable insights.
Partner with RevTech to optimize Salesforce workflows and ensure implementation systems are fully integrated and efficient.
Lead the development of AI-enabled operational tools, including automation, QA support, summarization, and agent-assist capabilities.
Provide strategic recommendations on process redesign, team structure, and operational improvements based on data-driven insights.
Collaborate cross-functionally with Sales, Product, Engineering, Finance, and Customer Success leadership to align priorities and execution.
Coach and guide onboarding and implementation leaders on operational priorities and high-impact initiatives.

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