We are looking for an experienced people leader to manage and scale our Implementation Coordination function.
In this role, you will lead a team of Implementation Coordinators responsible for onboarding new clients and ensuring timely, high‐quality implementations of Customer Enablement products.What You'll DoOwn the successful delivery of new client implementations by leading a team that manages onboarding from project intake through go‐live.Establish and continuously improve the implementation process, ensure accurate and timely updates in the implementation tracking system (e.g., Salesforce), partner cross‐functionally to remove blockers, and monitor performance metrics to drive quality, consistency, and customer satisfaction.Lead, coach, and develop a team of Implementation Coordinators through regular 1:1s, goal setting, feedback, and performance reviews.Recruit, interview, and onboard new team members; ensure role clarity, training plans, and time‐to‐productivity expectations are defined and met.Own team capacity planning and workload allocation to ensure coverage, predictable delivery, and effective prioritization across concurrent implementations.Establish, document, and continuously improve implementation playbooks, standard work, and quality controls for Customer Enablement offerings.Track and report on implementation performance (e.g., timeliness, quality, rework, customer satisfaction); use data to identify trends and drive corrective actions.Serve as an escalation point for complex implementations; remove blockers and align internal stakeholders to keep projects on track.Partner cross‐functionally with Sales, Customer Success, Product, Support, and other teams to improve handoffs, readiness, and customer communication.Ensure implementation tracking systems (e.g., Salesforce) and implementation documentation standards are followed and that updates are accurate, complete, and timely.Drive cross‐training and knowledge management to improve team flexibility, coverage, and consistent customer experience.Model strong customer empathy and accountability while maintaining a high‐performing, collaborative, team‐first culture.What You'll Bring3+ years of people management experience (hiring, coaching, and performance management) preferred.5+ years of experience managing customer implementations, onboarding, or delivery operations required.Demonstrated ability to lead through metrics and operational rigor (capacity planning, prioritization, risk management, and continuous improvement).
Strong stakeholder management skills with experience partnering cross‐functionally to improve processes and customer outcomes.Excellent written and verbal communication skills; comfortable presenting to groups and leading customer and internal escalations.Experience with Salesforce and/or CRM / implementation tracking tools preferred.Proficient in Microsoft Office Suite.Bachelor's degree or equivalent work experience preferred; High School diploma or equivalent required.Experience in the fleet industry preferred.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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