Senior Global Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete delivery of intricate, multi-national travel program implementations.

• Direct and manage the implementation of new business from verbal award through to go-live and ramp-up phases.

• Plan, lead, organize, and control multiple large-scale project initiatives in accordance with the approved scope and timeline.

• Collaborate with Sales, Solutions, and Operations to confirm business scope, contract documents, technical specifications, and data analytics.

• Construct scalable engineering frameworks and outline roles and responsibilities for the implementation team.

• Convert business requirements into comprehensive, scalable designs while managing change control processes.

• Implement complex business needs utilizing various tools and technologies.

• Make initial business decisions, develop ramp-up strategies, identify risks, and formulate mitigation plans.

• Lead cross-functional implementation teams and support units.

• Provide clients with best practices for deploying solutions in their environments.

• Approve and test Standard Operating Procedures (SOPs) in collaboration with IT.

• Ensure a seamless transition to operations and provide post-implementation support.

• Engage with customer representatives from senior operations to end-users.

• Work alongside customer and operations leadership to guarantee process compliance.

• Partner with project managers to pinpoint issues and risks.

• Develop documentation for the transition to post-implementation support.

• Analyze industry trends and suggest improvements for the Engineering function.

• Support Quality Driven Management practices and data-informed decision-making.

• Define scalable global implementation playbooks.

• Navigate regional business practices, cultural expectations, and local market intricacies.

• Coordinate with geographically distributed stakeholders across various time zones.

• Manage dependencies across ALTOUR and Internova operations, product, technology, finance, and client services teams.

• Oversee dependencies with third-party vendors, GDS providers, OBTs, and external technology partners.

• Evaluate and enhance components of the ALTOUR technology stack, including GDS, mid/back office, automation layers, CRM, and servicing tools.

• Lead solution design to balance global standardization with regional or client-specific customizations.

• Develop governance frameworks, decision models, escalation protocols, communication rhythms, and reporting structures.

• Drive operational readiness, transition strategies, knowledge transfer, and regional onboarding.

• Ensure implementations meet contractual agreements, Service Level Agreements (SLAs), and client performance expectations.

• Utilize automation, workflow optimization, and advanced scripting such as Smart Flow / Smart Scripting.

• Analyze service models to enhance cost-effectiveness, efficiency, and consistency.

• Collaborate with product and technology teams on roadmap advancements.

• Anticipate and manage regulatory, regional, and operational deployment risks.

• Establish metrics for implementation performance and promote continuous improvement practices.

• Advise leadership on the complexities of global travel programs, scalable growth strategies, and client solutions.

⛳️ Requirements

• Bachelor’s Degree in a relevant field is preferred.

• A minimum of 10 years of pertinent experience managing large-scale global implementations.

• Experience in direct customer-facing roles and implementation delivery.

• Ability to swiftly grasp new concepts and technologies and transform them into customer solutions.

• Exceptional oral and written communication abilities.

• Capability to inspire and maintain effective working relationships.

• Ability to rely on experience and judgment to strategize and achieve goals.

• Experience in managing others, including contractors and suppliers.

• Strong focus on customer service.

• Analytical mindset with problem-solving skills.

• Understanding of Operational Excellence in relation to Labor Management Systems, Workforce Optimization, and Performance Coaching & Observation principles.

🏝️ Benefits

• Choice of two medical plans.

• Two dental plan options.

• Vision insurance coverage.

• Flexible spending accounts (FSAs).

• Company-paid life insurance and accidental death & dismemberment (AD&D) coverage.

• Optional additional life insurance and AD&D.

• Disability insurance benefits.

• Paid parental leave.

• Paid time off (PTO).

• 401k Plan with company matching contributions.

• Discounted employee travel options.

• Access to LinkedIn Learning webinars and courses.

• Discounted pet insurance.

• Discounts on auto, home, and renters insurance.

• Potential eligibility for an incentive, commission, bonus, or discretionary bonus program based on achieving company financial goals and individual performance.