Manager, EOR Implementation
Leads a global team of implementation managers responsible for customer onboarding and launches for an Employer of Record product. Requires SaaS implementation, global employee onboarding, people management, project management, and stakeholder coordination experience.
About the job
Responsibilities
- Manage a team of Global Products Implementation Managers located around the world, each managing approximately 30 customer implementations.
- Support employee career growth through coaching and mentoring.
- Monitor KPIs such as CSAT and SLAs, and lead the team to achieve them through proactive tracking and mitigation.
- Serve as an internal and external escalation contact.
- Instrument and scale the Global Implementation team.
- Measure the effectiveness and quality of the global product implementation experience and suggest continuous improvements.
- Participate in hiring and onboarding team members.
- Monitor team capacity and recommend data-backed people, process, and product solutions.
- Instrument implementation workflows and optimize process inefficiencies.
- Design new processes.
- Collaborate with Sales on presale requirements and with Customer Experience on exit gates.
- Build and document playbooks, email templates, and the end-to-end Global Products Implementation workflow.
Requirements
- At least 5 years of experience in implementation, technical account management, or customer success at a fast-paced SaaS company.
- Experience with end-to-end employee onboarding, particularly global employee onboarding.
- At least 1 year of experience as a lead or direct manager with mentorship or coaching responsibilities.
- Proven project management experience delegating multiple projects simultaneously and delivering them on time in a fast-paced environment.
- Ability to find solutions independently through research, documentation, and structured problem-solving.
- Confidence navigating external stakeholders ranging from executives to frontline IT, Operations, HR, and Finance staff.
- Ability to work and delegate autonomously, prioritize effectively, and identify internal and external blockers.
Nice to Have
- 4+ years of customer-facing experience in the HCM space, including HR, payroll, or benefits.
- Proficiency with Jira, Salesforce, Google Workspace, Outreach, and Mac computers.
Compensation and Work Schedule
- The role requires working the US shift (PST).
Skills
SaaS, Employee Onboarding, Global Employee Onboarding, Project Management, Customer Success, Technical Account Management, Hcm, Jira, Salesforce, Google Workspace, Outreach, Kpi Management, Process Optimization, People Management, Coaching
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