Senior Manager, Implementation

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

📋 Description

• Oversee daily frontline management, coaching, and development of the Implementation Manager team.

• Address complex customer inquiries and take ownership of capacity, assignment logic, project planning rigor, and delivery quality.

• Maintain oversight of team capacity and utilization, ensuring an equitable distribution of workload among Implementation Managers.

• Assign Implementation Managers to projects according to the scope, complexity, account profile, and available capacity.

• Ensure the creation of high-quality project plans, milestone tracking, and status reporting for all engagements.

• Define and maintain standards for implementation execution, escalation management, and timely delivery within the project scope.

• Develop repeatable delivery methodologies, templates, and playbooks, including SOW templates, estimation models, change-order processes, and acceptance criteria.

• Foster alignment among Sales, Customer Success, Product, and Solutions Engineering teams.

• Collaborate on strategic engagements to guarantee exceptional delivery standards.

• Create operational systems such as trackers, capacity models, and reporting mechanisms for enhanced delivery visibility and performance of services.

⛳️ Requirements

• 7+ years of experience in professional services, implementation, or delivery leadership within a B2B SaaS or enterprise software environment, including direct management of personnel.

• Proven experience in establishing or significantly scaling a Professional Services function.

• Ideal candidates will have experience in building a SOW-based, billable services model from an early or greenfield stage.

• Strong knowledge of scoping, estimation, SOW development, pricing, margin management, and revenue recognition fundamentals.

• Capability to lead a frontline delivery team with expertise in capacity planning, resource assignment, project governance, and quality standards for delivery.

• Comfortable navigating ambiguity while adopting a builder mindset.

• Strong cross-functional collaboration skills with teams in Sales, Finance, Product, and Customer Success.

• Familiarity with HR technology, compensation, people analytics, or similarly data-intensive enterprise domains.

🏝️ Benefits

• Syndio Equity

• Flexible Vacation Policy

• Paid sick & safe time

• Compassion leave

• Voting leave

• Paid parental leave

• Medical, Dental, Vision; Syndio covers 90% of employee premiums and 50% for dependents

• Life Insurance & Disability; Syndio pays the full premium

• 401(k)

• Fully remote work model