Sr Mgr, Implementation

WEX•North Dakota - Remote Office, ND

2d•$130,000 - $181,100•Hybrid

About The Position

The Senior Manager, BPO Implementation is a strategic leader responsible for overseeing and evolving the onboarding functions to deliver a best-in-class onboarding experience for our Partners and employers. This role serves as a key driver of innovation, operational excellence, and strategic alignment, ensuring the department’s mission, vision, and methodology are continuously enhanced. The Senior Manager leads the BPO Implementation subject matter expert teams, the Implementation Project Management teams, and other oversight of roles driving process efficiency, compliance, and continuous improvement to elevate the onboarding experience. This position requires exceptional leadership, strategic thinking, and cross-functional collaboration to optimize onboarding outcomes, drive partner and employer satisfaction, and align onboarding strategies with overall business objectives. The Senior Manager will work closely with senior stakeholders, leadership, strategic partners, and internal colleagues to ensure seamless implementation of partner and employer solutions, scalability of onboarding operations, and continuous growth of the department.

Requirements

Bachelor + degree preferred.
5-10 years of experience in enterprise-level client onboarding, implementation management, project management, and/or customer success, with at least 3-5 years in a leadership role.
Proven track record in leading large-scale implementations (or relatable projects) in a fast-paced, high-growth environment.
Expertise in project management methodologies, process optimization, and change management.
Strong business acumen with the ability to translate strategic objectives into actionable onboarding initiatives.
Exceptional leadership and coaching abilities, with experience managing and developing high-performing teams.
Demonstrated ability to collaborate across multi-functional teams and influence at the executive level.
Strong analytical skills with a data-driven approach to decision-making and performance measurement.
Experience working with enterprise clients, strategic partnerships, and complex stakeholder ecosystems.
Willingness to travel as needed to support client relationships and business objectives.
Ensure strict adherence to regulatory requirements, including HIPAA and security policies.
Continuously enhance team capabilities and industry knowledge through training, development, and knowledge sharing.
Act as a change agent, fostering a culture of adaptability, agility, and forward-thinking solutions.
Demonstrated ability to collaborate across multi-functional teams and influence at the executive level.
Strong analytical skills with a data-driven approach to decision-making and performance measurement.
Experience working with enterprise clients, strategic partnerships, and complex stakeholder ecosystems.
Willingness to travel as needed to support client relationships and business objectives.
Ensure strict adherence to regulatory requirements, including HIPAA and security policies.
Continuously enhance team capabilities and industry knowledge through training, development, and knowledge sharing.
Act as a change agent, fostering a culture of adaptability, agility, and forward-thinking solutions.

Responsibilities

Develop and execute a long-term strategy for BPO Implementation, ensuring alignment with enterprise objectives and evolving partner and employer needs.
Champion a culture of innovation, transformation, and customer-centric excellence to position the onboarding function as an industry leader.
Collaborate with leadership and internal stakeholders to shape and refine the onboarding methodology in alignment with unique partner needs that also drive efficiency and satisfaction.
Represent the onboarding function in leadership strategic discussions, advocating for technology investments, process improvements, and partner/employer-centric enhancements.
Oversee and optimize onboarding processes, workflows, and methodologies to drive efficiency, scalability, and accountability.
Implement and enforce best practices in project management, ensuring consistent execution and adherence to quality standards.
Establish and track key performance indicators (KPIs) and partner/employer success metrics, leveraging data to inform strategic decisions and drive continuous improvement.
Drive cross-functional collaboration with Service, Sales, Account Executives, Product, and Operations teams to enhance the onboarding journey.
Lead risk mitigation efforts by proactively identifying potential onboarding challenges and implementing corrective action plans.
Lead, mentor, and develop a high-performing team ensuring growth, engagement, and retention.
Foster a culture of accountability, empowerment, expertise, consultative approaches and continuous learning, providing coaching and career development opportunities.
Drive organizational agility by equipping the team with tools, knowledge, and methodologies that enhance onboarding effectiveness.
Align team structure and resources with business growth and evolving demands to ensure operational scalability.
Serve as the executive point of contact for escalations related to high-profile partner/employer onboarding engagements.
Monitor and analyze internal and external feedback and satisfaction metrics, implementing initiatives to drive superior onboarding experiences.
Advocate for the voice of the customer in strategic discussions, influencing product development and process enhancements.
Identify and drive technology enhancements in collaboration with Product and Software Development teams to streamline and automate onboarding processes.
Lead process optimization initiatives to improve efficiency, reduce friction, and accelerate time-to-value.
Benchmark onboarding methodologies against industry best practices to ensure a competitive advantage.
Ensure strict adherence to regulatory requirements, including HIPAA and security policies.
Continuously enhance team capabilities and industry knowledge through training, development, and knowledge sharing.
Act as a change agent, fostering a culture of adaptability, agility, and forward-thinking solutions.