Implementation Lead

TownSq•Richardson, TX

3h•Onsite

About The Position

We are seeking a proactive and solution-oriented Implementation Lead to ensure successful execution of processes, training, and team engagement. This role is responsible for leading process changes, handling client escalations, and mentoring staff to drive operational efficiency and effectiveness. The ideal candidate is a proactive leader who excels at problem-solving, communication, and team development. This role is onsite 5 days a week in our Richardson, Texas office.

Requirements

Bachelor’s degree in business administration, operations management, or related field.
Minimum of 2 years in operational implementation, project management, or software implementations.
At least one year of people leadership experience required.
Strong leadership and coaching abilities with experience mentoring teams
Excellent problem-solving skills and the ability to manage client escalations effectively
Proven experience in process improvement and workflow documentation
Strong communication and stakeholder engagement skills
Ability to track, analyze, and report on key performance metrics
Familiarity with product testing and user enablement best practices
Strong intermediate to advanced Excel and MS office skills required
Excellent time management skills required
Ability to work efficiently both independently and in group environments
Travel required; must have ability to travel outside of the US as needed and have a current passport

Nice To Haves

PMP or Scrum certification a plus but not required
HOA industry background a plus
HOA software conversation a plus.

Responsibilities

Act as the primary team trainer, ensuring staff are well-equipped with the necessary skills and knowledge to perform in their roles
Serve as the first point of contact for client escalations, working swiftly to resolve issues and maintain client satisfaction
Engage in process change discussions, collaborating with stakeholders and leadership to ensure a smooth team adoption of new workflows
Develop and maintain process workflows, continuously optimizing efficiency and accuracy
Coach and mentor staff, tracking progress and providing reports to leadership to support team development and decision-making
Monitor team performance to ensure deliverables are met on time and within project scope and budget
Document onboarding trends and proactively work with leadership to develop strategies and solutions to problems
Assist in the design, development, and implementation of new concepts, promotions, and branding elements.
Lead strategy discussions with cross-functional collaborators to solve data or process gaps
Perform data audits to verify accuracy and integrity
Act as point of contact for escalations