Manager, Implementation

What you'll do

• Directly manage 3 Team Leads overseeing Implementation Partners across SMB and Enterprise segments.
• Build high-performance culture focused on accountability, customer empathy, and continuous improvement.
• Own headcount planning, hiring, and onboarding for the North America implementation organization.
• Drive consistency and quality in simultaneous implementation projects using advanced platform features.
• Define and monitor team KPIs to ensure timely activation and positive customer satisfaction.

What we're looking for

• 5+ years of experience in customer-facing roles with at least 3 years managing people managers or team leads.
• Proven ability to lead large, distributed teams through change and growth in SaaS or hospitality tech environments.
• Deep understanding of SMB and Enterprise customer dynamics for effective process design.
• Fluency in customer success tools like Salesforce, Gainsight, Looker, and proficiency in data-driven decision-making.
• Strong communication skills with clarity in writing and credibility in executive and customer-facing conversations.
• Organized structured thinker with a bias toward simplicity, building usable processes for teams.
• Comfortable working in ambiguous fast-paced environments, creating clarity proactively.