Senior Implementation Program Manager
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Job Description
Senior implementation program manager leading Packsize’s complex customer deployments in Utah. Driving readiness, go-live, stabilization, handoff, and continuous improvement.
Responsibilities:
- Lead complex customer implementations from post-sale kickoff through go-live, stabilization, and formal handoff
- Own customer-facing implementation leadership from kickoff through closeout and handoff
- Adapt governance for complex, multi-site, enterprise, or high-risk deployments
- Translate sold solutions and customer requirements into outcomes-based plans with scope, milestones, owners, decision rights, dependencies, and completion criteria
- Build relationships with customer leaders and cross-functional teams
- Coordinate with Sales, Engineering, Service, Operations, and other partners
- Maintain the Implementation Specification Document and integrated implementation plan
- Manage schedules, budgets, costs, customer prerequisites, and cross-functional commitments across concurrent implementations
- Maintain RAID logs, remove roadblocks, and escalate material risks with recommendations
- Drive customer readiness across facilities, workflows, staffing, training, materials, systems, and operational support
- Lead onboarding, stakeholder alignment, communications, training coordination, and change management
- Coordinate go/no-go readiness reviews, Customer Acceptance Testing, and go-live execution
- Lead early-life stabilization and confirm readiness, acceptance, training, and early-adoption outcomes
- Execute checklist-based handoffs documenting operating state, adoption baseline, open items, risks, owners, and next-step success plans
- Provide status, decisions, trade-offs, and recommendations to customers and Packsize leaders
- Complete closeout artifacts and after-action reviews
- Use root-cause analysis to improve implementation practices, governance, 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
- Ability to build trust, navigate conflict, and influence senior stakeholders and matrixed teams
- Strong technical acumen across hardware, software, integrations, and customer operations
- Ability to learn complex solutions quickly
- Clear executive communication and sound judgment
- Ability to translate complex information into decisions, risks, trade-offs, and recommendations
- Analytical, customer-centered problem solving
- Ownership, resilience, and ability to use KPIs and risk trends to protect implementation outcomes
- Preferred: Master’s degree in business, engineering, organizational change, or a related field
- Preferred: Experience leading enterprise, Fortune 500, multi-site, or other high-complexity implementations, including budget ownership
- Preferred: Experience leading customer readiness, onboarding, training, adoption, change management, go-live, and post-launch stabilization
- Preferred: Experience developing implementation playbooks, readiness checklists, governance routines, executive reporting, and formal handoff practices
- Preferred: Project, program, or change-management certification
- Preferred: Experience with Lean Six Sigma, 5-Why, or similar improvement methods
Benefits:
- Medical, dental, and vision coverage
- 401(k) retirement plan
- Paid Time Off
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- Life and disability insurance
- Critical illness insurance
- Hospital indemnity insurance
- Accident insurance
- Legal/ID theft protection
- Employee Assistance Program (EAP)
- Reasonable accommodations in the application process for qualified individuals with disabilities
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