Sr. Implementation Program Manager - Utah

Packsize • Salt Lake City, UT

5d • $121,000 - $151,000

About The Position

Packsize is seeking a Senior Implementation Program Manager to lead complex customer implementations from post-sale kickoff through go-live, stabilization, and formal handoff. The role combines disciplined program management with customer success leadership to deliver solutions on time and within budget while preparing customer teams to operate the solution, adopt it, and realize sustained value.

The program manager leads customer-facing implementation governance, translates sold solutions and requirements into outcomes-based plans, and aligns customer leaders and cross-functional teams on scope, milestones, decisions, readiness, and outcomes. The role manages multiple concurrent implementations, including schedules, budgets, costs, customer prerequisites, risks, and cross-functional commitments.

The position also drives customer readiness, onboarding, stakeholder alignment, communications, training coordination, change management, go/no-go reviews, acceptance testing, and go-live execution. It leads early-life stabilization, formal closeout and handoff, and after-action reviews to improve implementation practices and customer experience.

Requirements

• Bachelor’s degree in business, engineering, or a related field, or equivalent practical experience.
• Five or more years of project or program management experience leading complex customer-facing implementations and multiple concurrent priorities.
• Demonstrated customer and change leadership, including the ability to build trust, navigate conflict, and influence senior stakeholders and matrixed teams.
• Strong technical acumen across hardware, software, integrations, and customer operations, with the curiosity to learn complex solutions quickly.
• Clear executive communication and sound judgment, including the ability to translate complex information into decisions, risks, trade-offs, and recommendations.
• Analytical, customer-centered problem solving with ownership, resilience, and the ability to use KPIs and risk trends to protect implementation outcomes.

Nice To Haves

• Master’s degree in business, engineering, organizational change, or a related field.
• Experience leading enterprise, Fortune 500, multi-site, or other high-complexity implementations, including budget ownership.
• Experience leading customer readiness, onboarding, training, adoption, change management, go-live, and post-launch stabilization.
• Experience developing implementation playbooks, readiness checklists, governance routines, executive reporting, and formal handoff practices.
• Project, program, or change-management certification and experience with Lean Six Sigma, 5-Why, or similar improvement methods.

Responsibilities

• Lead customer-facing implementations from kickoff through formal closeout and handoff, adapting governance for complex, multi-site, enterprise, or high-risk deployments.
• Translate the sold solution and customer requirements into an outcomes-based plan with clear scope, milestones, owners, decision rights, dependencies, and completion criteria.
• Build relationships with customer leaders and cross-functional teams, aligning them on critical dates, readiness expectations, decisions, and implementation outcomes.
• Coordinate with Sales, engineering, Service, Operations, and other partners to confirm requirements and maintain the Implementation Specification Document and integrated implementation plan.
• Manage schedules, budgets, costs, customer prerequisites, and cross-functional commitments across multiple concurrent implementations.
• Maintain the RAID log, remove roadblocks, and escalate material scope, schedule, technical, customer, or commercial risks with clear recommendations.
• Drive customer readiness across facilities, workflows, staffing, training, materials, systems, and operational support using clear completion criteria.
• Lead onboarding, stakeholder alignment, communications, training coordination, and practical change management while surfacing adoption risks early.
• Coordinate go/no-go readiness reviews, Customer Acceptance Testing, and go-live execution with transparent risks, owners, and contingency plans.
• Lead early-life stabilization and confirm readiness, acceptance, training, and early-adoption outcomes before implementation closeout.
• Execute a checklist-based handoff documenting the operating state, adoption baseline, open items, risks, named owners, and next-step success plan for ongoing technical and commercial teams.
• Provide concise status, decisions, trade-offs, and recommendations to customers and Packsize leaders, using influence to align teams and move issues forward.
• Complete closeout artifacts and after-action reviews, using root-cause analysis to improve implementation practices, governance, and customer experience.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) retirement plan
• Paid Time Off
• Health Savings and Flexible Spending Accounts (HSA/FSA)
• Life and disability insurance
• Voluntary critical illness, hospital indemnity, accident, and legal/ID theft protection
• Employee Assistance Program (EAP)

What This Job Offers

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