Implementation Team Lead - US

Inforcer • Tampa, FL

5d

About The Position

The Implementation Team Lead oversees the implementation process for an assigned portfolio and manages a defined group of Implementation Managers who report directly to them. The role ensures implementations are delivered efficiently, meet client expectations, and align with company standards. The successful candidate is a proactive communicator who is detail-oriented and comfortable in a fast-paced, collaborative environment.

The Team Lead mentors and supports direct reports, monitors performance and workloads, maintains oversight of implementation progress, and helps address at-risk projects and escalations. They also drive strategic customer implementations, improve operational processes, maintain high implementation standards, coordinate coverage for virtual classrooms, in-person sessions, and webinars, and lead North America stand-up meetings. The role includes encouraging knowledge sharing, identifying training gaps, and helping ensure North America tickets are handled promptly and kick-off calls are scheduled.

Requirements

• Previous experience in a Team Lead, Implementation Lead, or similar leadership role, ideally in a SaaS or technology environment.
• Strong people-management and coaching skills, including supporting individual development, conducting one-to-ones, and building a high-performance team environment.
• Strong implementation and project-management experience, including overseeing multiple customer implementations and identifying projects at risk or falling behind.
• Experience using KPIs, dashboards, and operational metrics to monitor team performance, workloads, and implementation progress.
• Excellent escalation-management and problem-solving skills, including supporting Implementation Managers with complex issues.
• Strong organization and attention to detail, with the ability to oversee a team’s implementation portfolio and ensure deadlines and standards are consistently met.
• Confident, collaborative communication and leadership skills, including comfort running team stand-ups, providing clear direction, and working cross-functionally.

Nice To Haves

• Understanding of technical implementations, ideally involving Microsoft 365, Microsoft technologies, or a technical SaaS environment.

Responsibilities

• Oversee, mentor, and support direct reports, fostering high performance and ongoing professional development.
• Track KPIs to identify improvement opportunities and maintain alignment with business objectives.
• Conduct regular one-to-one meetings with direct reports.
• Monitor direct reports’ workloads and proactively flag under- or over-capacity.
• Take proactive measures to progress at-risk implementations in direct reports’ portfolios.
• Notify Implementation Managers about at-risk implementations that have not been flagged and ensure at-risk projects are kept up to date ahead of syncs with PSMs.
• Review Implementation Managers’ dashboards to maintain oversight, ensure timely progress, and highlight work falling behind schedule.
• Coordinate coverage and task allocation for virtual classrooms, in-person sessions, and webinars.
• Identify and implement operational improvements to increase efficiency and effectiveness.
• Maintain high and consistent implementation standards, addressing deviations and promoting excellence across the team.
• Continue to drive strategic customer implementations.
• Serve as the primary escalation contact for direct reports and provide guidance to resolve challenges effectively and promptly.
• Lead North America stand-up meetings.
• Encourage knowledge sharing and identify team training gaps.
• Help ensure North America tickets are handled promptly and kick-off calls are arranged as scheduled.

Benefits

• Steep and continuous learning opportunities, with enablement and a supportive environment for learning from mistakes and trying new approaches.
• A high-trust, autonomous environment offering opportunities to make an impact.
• Transparent and honest communication within a collaborative culture.
• A global team of experienced colleagues.
• Monthly team social events celebrating milestones, promotions, and achievements.
• Employee recognition programs that reward contributions and efforts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed