Senior Implementations Manager

Role Overview: The Senior Implementation Manager will be a key member of the Client Success Activation Office (CSAO), responsible for leading the end-to-end implementation of client solutions, ensuring successful transitions from project initiation to full operational deployment. This role requires extensive experience in Business Process Outsourcing (BPO) environments, combined with strong project management skills and an in-depth understanding of various methodologies. As a Senior Implementation Manager, you will oversee multiple concurrent projects, working closely with clients, internal stakeholders, and cross-functional teams to deliver optimal solutions and exceed client expectations.

KEY RESPONSIBILITIES

• Lead Client Implementations: Manage large-scale BPO implementation projects, ensuring successful onboarding and activation of client solutions. Work closely with clients to define project goals, timelines, and deliverables.
• Project Planning & Coordination: Develop detailed project plans, timelines, and resource allocation strategies. Ensure project milestones are met on time, within scope, and on budget. Coordinate cross-functional teams, vendors, and stakeholders to ensure smooth execution.
• Stakeholder Management: Act as the primary point of contact for both internal teams and clients throughout the implementation process. Establish and maintain strong relationships with key stakeholders, ensuring clear and effective communication.
• Risk Management: Identify potential risks and issues early in the process and proactively address them. Provide solutions for obstacles, delays, or misalignments, ensuring minimal disruption to the project timeline.
• Process Improvement: Continuously assess and improve implementation methodologies and strategies. Advocate for process efficiency improvements, best practices, and the adoption of tools and technologies that enhance project delivery.
• Documentation & Reporting: Maintain comprehensive project documentation, including project status reports, timelines, and change requests. Provide regular updates to internal leadership on project progress and any challenges.
• Team Leadership & Mentorship: Lead, guide, and mentor junior implementation managers and project coordinators. Foster a collaborative, high-performance culture within the team.

QUALIFICATIONS

Experience:

• Minimum of 7 years of experience in project management, with at least 3 years in a senior or leadership capacity, ideally within a BPO or outsourcing environment.
• Proven track record of successfully leading large-scale, complex implementations from initiation through to deployment.

Skills & Competencies:

• Strong understanding of BPO operations and how to manage the end-to-end lifecycle of client implementations.
• Excellent leadership, communication, and interpersonal skills.
• Advanced project management skills, including the ability to manage competing priorities, resources, and timelines.
• Problem-solving and critical thinking abilities to navigate complex client requirements and operational challenges.

Certifications (Preferred but Not Required):

• Project Management Professional (PMP) or equivalent certification (e.g., Prince2, Scrum Master, etc.).
• Experience with Agile, Waterfall, or hybrid project management methodologies.

Technical Proficiency:

• Strong understanding of project management software (e.g., Jira, MS Project, Asana, or similar tools).
• Familiarity with BPO technologies, CRM systems, and other client management platforms.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.