Senior Manager, Implementation – Business & In-Branch

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

📋 Description

• Take ownership of the vertical: Develop the strategy, capacity plan, and operating model for Business Omni, in-branch, and specialty account type implementations across MANTL's customer base — transitioning from a lean initial team to a fully scaled, self-sufficient operation.

• Build and lead a senior team: Recruit, mentor, and cultivate a team of senior Implementation Managers and specialists — elevating the standards for delivery, ownership, and excellence across each team member.

• Establish the playbook: Create, document, and uphold the standard implementation methodology across account types — including milestones, handoffs, RACI, success criteria, and quality benchmarks — ensuring predictable delivery for every customer and Implementation Manager.

• Own the backlog and forecast: Assume full responsibility for pipeline health, in-flight risks, and delivery timelines. Deliver reliable and defensible forecasts to Finance, Product, and the executive team.

• Be the senior customer partner: Act as the executive escalation point for complicated, high-stakes customer implementations. Provide clarity, credibility, and composure during critical moments that influence renewal and reference outcomes.

• Drive cross-functional strategy: Collaborate with Product, Engineering, Customer Success, Sales, and Support at the leadership level to resolve systemic issues, relay insights back to the roadmap, and accurately represent the complexities of implementations in strategic discussions.

• Operate on the leadership team: Report to the Director of Implementation and work alongside Service Delivery leadership across Online/Consumer and Large Bank segments — contributing to organization-wide decisions regarding capacity, hiring, methodology, and customer commitments.

⛳️ Requirements

• 8–12 years of experience in software implementation, project management, or delivery — with a significant portion in SaaS or fintech.

• 4+ years of direct people management experience, preferably leading a team of senior individual contributors in a complex, customer-facing delivery environment.

• Direct experience within a bank or credit union, or managing implementations for financial institutions at a vendor — you have an understanding of the operational realities of financial institution workflows from an insider's perspective.

• Hands-on experience with account opening software, whether as a bank employee, implementation consultant, or vendor — you comprehend what "going live" entails in this context.

• Proven history of building or revitalizing an implementation function — including methodology, staffing models, and reporting — not merely maintaining one you inherited.

• A structured, process-oriented mindset — you are the individual who establishes the runbook, sets quality standards, and enforces them throughout the team.

• Executive-level written and verbal communication skills — adept at setting expectations with C-suite customers, executive stakeholders, and cross-functional leadership.

• Willingness to travel to customer locations as necessary.

🏝️ Benefits

• Remote-first environment

• Unlimited paid time off

• 401(k) with employer match