Manager - Implementation

Quadient • Irvine, CA

11h • $88,300 - $132,400 • Hybrid

About The Position

The Manager, Implementation is responsible for leading the day-to-day operations of the Implementation team, ensuring the successful deployment of Parcel Pending's intelligent locker solutions across all customer segments. This role manages a team of Project Managers and Installation Coordinators responsible for delivering exceptional customer implementations from project kickoff through go-live.
The successful candidate is a hands-on leader who is passionate about developing people, driving operational excellence, improving processes, and ensuring a consistently positive customer experience. This position partners closely with Sales, Customer Success, Supply Chain, Engineering, and third-party installation partners to deliver projects on time, within budget, and to customer expectations.

Requirements

• Bachelor's degree in Business, Operations Management, Project Management, or a related field, or equivalent professional experience.
• 5+ years of experience in implementation, deployment, operations, project management, or customer onboarding.
• 2+ years of experience leading or supervising customer-facing teams, preferably in a remote environment.
• Experience managing hardware deployments, IoT implementations, technology rollouts, or field operations.
• Strong project management and organizational skills with the ability to manage multiple priorities.
• Experience tracking KPIs, SLAs, and operational performance metrics.
• Excellent communication, leadership, and problem-solving skills.
• Experience with Salesforce, Microsoft 365, or similar business applications.

Nice To Haves

• Experience in SaaS, IoT, logistics, parcel management, or smart locker solutions.
• Experience managing third-party vendors or installation partners.

Responsibilities

• Lead, coach, and develop a team of Project Managers supporting all market verticals.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions to support employee growth and engagement.
• Establish quarterly SMART goals and provide ongoing performance feedback.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
• Assist with recruiting, onboarding, and training new team members.
• Partner with the Manager of Installations to oversee the successful execution of customer implementations, ensuring projects are delivered on time, within budget, and aligned with customer expectations.
• Monitor implementation workload, project backlogs, and resource allocation to ensure accurate forecasting and timely delivery.
• Conduct recurring backlog and project health reviews to improve implementation efficiency.
• Support the team in achieving annual implementation targets and departmental KPIs.
• Act as the primary escalation point for implementation issues, partnering with internal teams to resolve customer concerns.
• Monitor and report on team KPIs, SLAs, backlog health, and operational performance metrics.
• Identify opportunities to improve implementation processes, increase efficiency, and enhance the customer experience.
• Utilize Salesforce, Microsoft 365, and other business systems to improve visibility, reporting, and execution.
• Recommend process improvements and help implement best practices across the Implementation organization.
• Maintain strong working relationships with first-party and third-party installation partners, ensuring service level agreements and quality expectations are consistently met.
• Manage relationships with third-party wrap vendors to ensure projects are completed on schedule and meet quality standards.
• Collaborate with internal departments to ensure successful implementation planning and execution.
• Participate in cross-functional initiatives that improve implementation processes and customer experience.
• Support departmental objectives and perform additional responsibilities as assigned.

Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager