Strategic Project Manager

Patra Corporation

7h•Remote

About The Position

The Strategic Project Manager of Implementations is the leader responsible for launching new project engagements and ensuring a seamless transition into steady-state operations. You are the primary driver of project execution, turning a signed contract into a fully operational delivery model. Your core mission is to plan, coordinate, and deliver rapid, high-quality implementations that achieve operational readiness, client satisfaction, and long-term adoption of the Patra solution. You will oversee a portfolio of key implementation projects, defined by size and/or complexity (multiple service lines), and/or client profile, acting as the central orchestrator during onboarding. This includes translating contracted scope and requirements into an executable plan, managing deliverables, and aligning internal teams, global delivery centers, and client stakeholders. Throughout the transition phase, you act as the single source of truth for communication, documentation, and reporting.

Requirements

Exceptional project management skills: Highly organized, detail-oriented, and able to drive complex initiatives involving multiple operational workstreams.
3+ years’ experience managing BPO implementations or large-scale operational onboarding (outsourcing, shared services, operations transformation, or similar).
Client-facing communication excellence with the ability to manage expectations, facilitate discussions, and guide clients through change.
Cross-functional leadership skills with the ability to align operations, technology, training, quality, and leadership.
Hands-on problem solver adept at navigating operational and organizational challenges.

Nice To Haves

Experience working with offshore/global delivery centers (APAC region strongly preferred).
Certifications such as PMP, Lean Six Sigma, or equivalent.
Experience with workflow management tools, SLA dashboards, or BPO technology platforms.
Prior exposure to service delivery environments (insurance, financial services, healthcare, or other regulated industries).

Responsibilities

Plan, coordinate, and deliver rapid, high-quality implementations that achieve operational readiness, client satisfaction, and long-term adoption of the Patra solution.
Oversee a portfolio of key implementation projects, defined by size and/or complexity (multiple service lines), and/or client profile, acting as the central orchestrator during onboarding.
Translate contracted scope and requirements into an executable plan, managing deliverables, and aligning internal teams, global delivery centers, and client stakeholders.
Act as the single source of truth for communication, documentation, and reporting during the transition phase.
Own and manage the full BPO implementation lifecycle—from project kickoff through transition to operations.
Define, structure, and guide project plans including timelines, milestones, dependencies, and communication strategies.
Facilitate alignment across internal workstreams (implementation, workforce, technology, operations quality) and client stakeholders.
Serve as the primary point of contact for clients during implementation.
Conduct kickoff sessions to confirm expectations, scope, deliverables, and operational requirements.
Guide client teams through process mapping, knowledge transfer, documentation, SOP validation, and readiness activities.
Support clients through the organizational change required to transition processes offsite.
Monitor project health, proactively identify risks, and develop mitigation plans.
Manage scope changes with transparency and escalation where required.
Lead issue resolution, ensuring minimal impact on timelines and client experience.
Create engagement tutorials, project plan templates, and playbooks to increase efficiency and standardization across future implementations.
Identify additional process opportunities clients may be candidates for, and partner with client account management to route expansion insights appropriately.
Provide insights and feedback from implementations to improve BPO service design, delivery playbooks, pricing assumptions, and pre-sales scoping.
Deliver smooth, timely, impactful, and a high-quality implementation experience.
Understand, monitor, and analyze Key Performance Indicators (KPIs), using them to track success and identify corrective actions as appropriate.
Drive implementation momentum and shape the client experience by building project plans, coordinating SMEs, and ensuring a successful transition to ongoing delivery.