Project Implementation Manager

TKO Group Holdings, Inc•Toronto, ON

1d•$60,000 - $80,000

About The Position

On Location is seeking a Project Implementation Manager to own the day-to-day management, user support, and issue resolution for its enterprise-wide time allocation tool — spanning all business units and properties across the On Location portfolio. This is not a passive support role; the Manager is empowered to independently triage, manage, and resolve issues end-to-end, engaging the right internal partners as needed to drive outcomes. The ideal candidate is a self-starter who exercises sound judgment, brings strong customer service instincts, and has the technical aptitude to administer the tool and produce meaningful reporting. This role sits at the intersection of people, process, and technology — requiring equal parts initiative, problem-solving, and precision.

Requirements

2–4 years of experience in an operations, systems, or project support role — ideally within a complex, matrixed organization
Demonstrated experience in a user-facing or customer service capacity, with a track record of responding to queries professionally and resolving issues efficiently
Technical proficiency with data management or business tools (e.g., Airtable, Workday, Smartsheet, or equivalent); ability to learn new platforms quickly
Strong proficiency in Microsoft Office Suite, particularly Excel and Outlook
Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
Highly organized with strong attention to detail and the ability to manage multiple open items simultaneously
Self-directed and proactive — able to work independently and move work forward without close supervision
Experience supporting a system implementation, tool rollout, or change management initiative
Familiarity with time tracking, labor allocation, or workforce planning processes
Experience working across multiple business units or properties in a live events, sports, entertainment, or hospitality environment
Exposure to reporting tools or basic data visualization (e.g., Power BI, Tableau, or similar)
Comfort working with Finance and/or HR data and an understanding of how time allocation data informs business decisions
Customer-first mindset — approaches every interaction with empathy, professionalism, and a commitment to resolution
Strong follow-through — doesn’t let things fall through the cracks; tracks open items to closure
Collaborative and relationship-oriented — builds trust quickly across functions and levels
Adaptable and solutions-focused — comfortable navigating ambiguity and shifting priorities
Detail-oriented — catches errors before they become problems; takes pride in data accuracy

Responsibilities

Support the enterprise-wide rollout of the time allocation project, including the implementation of the time tracking system within Workday across all On Location properties and business units
Partner with the project team, Technology, and Finance to coordinate implementation activities, timelines, and milestones — ensuring a smooth and consistent launch experience across functions
Develop and execute internal communications related to the rollout, including launch announcements, user guides, training materials, and ongoing updates to keep stakeholders informed and engaged
Assist with user onboarding and training during the implementation phase, serving as a go-to resource for staff navigating the system for the first time
Track rollout progress across properties, flagging risks or gaps and escalating as needed to keep the project on schedule
Serve as the first point of contact for all inbound queries related to the time allocation tool, triaging questions from staff across On Location’s portfolio of properties and business units
Respond to user inquiries in a timely, professional, and solutions-oriented manner — via email, shared inbox, or ticketing system
Troubleshoot common user issues (e.g., incorrect allocations, access problems, data entry errors) and escalate complex issues to the appropriate internal teams
Document recurring questions and issues; develop FAQs and user-facing resources to reduce volume and improve self-service
Act as the connective tissue between end users and internal stakeholders — liaising with Technology, Finance, and People + Culture teams to investigate, escalate, and resolve issues that fall outside direct user support
Coordinate with the project team to communicate platform updates, system changes, and process enhancements to affected user groups
Track open issues and follow through to resolution, ensuring stakeholders are kept informed throughout the process
Participate in working sessions with cross-functional partners to surface trends, pain points, and improvement opportunities
Perform day-to-day administrative tasks within the time allocation tool, including user management, access provisioning, and configuration updates
Support the implementation of new features, workflow changes, or integrations as directed by the project team
Maintain data integrity within the tool — identifying and correcting errors, flagging anomalies, and coordinating with Finance and Technology on accuracy standards
Assist with onboarding of new users and properties as the tool scales across the organization
Generate and distribute regular reports on time allocation data for property leads, Finance, and senior leadership
Support the development and maintenance of reporting templates and dashboards
Assist in the preparation of ad hoc analyses, pulling data from the tool and formatting outputs for stakeholder review
Track adoption and usage metrics; surface insights that support continuous improvement of the tool and overall program