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Transitions and Implementation Manager, North America



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Position Summary:

The Transitions & Implementation Manager is responsible for managing projects including new client implementations, growth for existing clients and strategic internal projects.

Description of Role and Objectives: 

The primary objective is to manage implementations and transitions projects for the company. The role is responsible for understanding clients’ business needs, driving the implementation of new services, and managing the overall performance through the transition/ hand-off to the operational account owner.

Responsibilities: 

The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:

  • Manage end-to-end success of multiple, concurrent and complex projects, working with cross-functional teams
  • Develop project plans using appropriate project methodology, defining key deliverables, responsible parties, and timelines
  • Ensure the project meets profitability targets and budgets throughout the project and implementation timelines
  • Hold the project team accountable
  • Create project status, update documents/ dashboards and effectively communicate status to project stakeholders, including risks, action items, decisions and documentation of meetings
  • Lead implementations of new business, from scoping to project closure; transitioning new clients from concept to execution
  • Develop and build client business relationships by delivering a positive new client onboarding experience

 Must have skills:

  • Strong sense of ownership, interpersonal and collaboration skills and success working in a global, virtual team environment
  • Ability to influence without authority
  • Manage expectations of internal and external stakeholders across organizational levels, including exercising influence without authority
  • Be able to see the larger picture while maintaining attention to detail
  • Bring experts from a matrixed environment together to create an effective team
  • Strong ability to set priorities and timelines, yet be flexible throughout the project lifecycle
  • Strong written and verbal communication and presentation skills, including presenting to internal and external leadership
  • Understanding of key metrics and best practices in the CX space
  • Experience in executing complex customer-focused initiatives from scratch to scale, including new business implementations
  • Proficiency with MS Project/ SmartSheet, MS Office and G-Suite of products

Qualifications and Experience: 

  • A university degree or equivalent higher qualification, preferably in Business
  • Be fluent in written and spoken (Business) English
  • Have 10+ years of project management experience managing Business projects
  • Familiarity with project management tools and/or software
  • Project Management Certification: PMP, Six Sigma, or equivalent, or willingness to secure certification in the first 6 months
  • Be able to travel up to 30% of the time
  • Be available to work during US Business hours (8:00 AM – 5:00 PM ET/ CT/ PT)

Preferred experience:

  • Take ownership and pride in the success of your work
  • Act as the ‘glue’ that builds a team
  • Confident and able to keep your calm in stressful situations
  • Be a team player, able to work independently with little direction
  • Think strategically who is able to connect the dots