Implementation Manager | Process Improvement | Hospitality | Customer Experience

Job DescriptionOur client, a leading company in the web design space for elite private members clubs worldwide, is looking for an Implementation Manager to lead a talented team of project coordinators and team leads. This is an exciting opportunity for someone with a strong background in leadership, process management, and customer service to oversee the seamless execution of website implementation projects.In this role, you will be responsible for guiding two Team Leads and a team of over ten Project Coordinators. Your team will work closely with clients to understand their needs, manage timelines, and ensure the on-time delivery of high-quality websites that reflect the clubs' culture of excellence. You’ll also be tasked with monitoring project performance, optimizing processes, and maintaining strong client relationships.Main strengths that are a MUST have for this position include : Strong people management experience - this should include hiring, performance managementProcess Improvement experience - this should include evaluating existing process, work with the team for how it can be improved, and working to find the best way to implementCustomer Success Management - this should include handling escalations, foster relationshipsAdvantagesHigh level of autonomyCompetitive compensation packageFlexibility work schedule - 1 / 2 days onsite per weekResponsibilitiesOverseeing the progress of high-priority website projects and ensuring they stay on track.Mentoring Team Leads and Project Coordinators to achieve monthly, quarterly, and annual objectives.Acting as the main escalation point for client issues and troubleshooting.Managing the onboarding of new team members and guiding their career development.Conducting regular process reviews and ensuring teams adhere to quality standards.Facilitating team meetings and ensuring cross-department collaboration.QualificationsBachelor's degree or college diploma.2+ years of experience managing a team of Implementation Coordinators or Project Managers.Customer service experience in the software industry, with strong organizational and communication skills.Proficiency in Microsoft Word, Excel, PowerPoint, and other tools.