Senior Implementation Program Manager

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

📋 Description

• Oversee intricate customer implementations from the post-sale kickoff to go-live, stabilization, and formal handoff.

• Take ownership of customer-facing implementation leadership from kickoff to closeout and transition.

• Adjust governance for complex, multi-site, enterprise, or high-risk deployments.

• Convert sold solutions and customer needs into outcome-driven plans that include scope, milestones, responsibilities, decision rights, dependencies, and completion criteria.

• Foster relationships with customer executives and cross-functional teams.

• Collaborate with Sales, Engineering, Service, Operations, and other stakeholders.

• Update and maintain the Implementation Specification Document and the integrated implementation plan.

• Manage timelines, budgets, costs, customer prerequisites, and cross-functional commitments across multiple concurrent implementations.

• Keep RAID logs, eliminate obstacles, and escalate significant risks with proposed solutions.

• Promote customer readiness across facilities, workflows, staffing, training, materials, systems, and operational support.

• Direct onboarding, stakeholder alignment, communications, training coordination, and change management processes.

• Organize go/no-go readiness assessments, Customer Acceptance Testing, and go-live execution.

• Lead early-life stabilization efforts and verify readiness, acceptance, training, and early-adoption results.

• Implement checklist-based handoffs that document operational status, adoption baseline, outstanding items, risks, owners, and subsequent success plans.

• Provide updates, decisions, trade-offs, and recommendations to customers and Packsize leaders.

• Complete closeout documentation and conduct after-action reviews.

• Utilize root-cause analysis to enhance implementation practices, governance, and customer experiences.

⛳️ Requirements

• Bachelor’s degree in business, engineering, or a related field, or equivalent practical experience.

• Five or more years of experience in project or program management leading complex customer-facing implementations and managing multiple concurrent priorities.

• Proven leadership in customer and change management.

• Capability to build trust, navigate conflicts, and influence senior stakeholders and matrixed teams.

• Strong technical knowledge across hardware, software, integrations, and customer operations.

• Ability to quickly learn complex solutions.

• Excellent executive communication skills and sound judgment.

• Proficient in translating complex information into decisions, risks, trade-offs, and recommendations.

• Analytical, customer-focused problem-solving skills.

• Demonstrated ownership, resilience, and ability to utilize KPIs and risk trends to safeguard implementation outcomes.

• Preferred: Master’s degree in business, engineering, organizational change, or a related field.

• Preferred: Experience in leading enterprise, Fortune 500, multi-site, or other high-complexity implementations, including budget responsibilities.

• Preferred: Experience in customer readiness, onboarding, training, adoption, change management, go-live, and post-launch stabilization.

• Preferred: Experience in developing implementation playbooks, readiness checklists, governance routines, executive reporting, and formal handoff processes.

• Preferred: Certification in project, program, or change management.

• Preferred: Experience with Lean Six Sigma, 5-Why, or similar improvement methodologies.

🏝️ Benefits

• Medical, dental, and vision coverage.

• 401(k) retirement plan.

• Paid Time Off.

• Health Savings Account (HSA).

• Flexible Spending Account (FSA).

• Life and disability insurance.

• Critical illness insurance.

• Hospital indemnity insurance.

• Accident insurance.

• Legal/ID theft protection.

• Employee Assistance Program (EAP).

• Reasonable accommodations in the application process for qualified individuals with disabilities.