Associate Manager, Product Implementation

Responsibilities

Team Supervision & Support

• Lead and coach a small team of specialists, providing guidance, feedback, and professional development.
• Monitor workloads and prioritize assignments to ensure balanced capacity, efficiency, and on-time delivery.
• Oversee day-to-day operations to ensure timely delivery of team objectives.
• Serve as the primary escalation point for technical or process-related issues.
• Prepare reports and updates on team performance metrics for senior management.
• Participate in hiring, onboarding, and training of new team members.

Client Coordination & Communication

• Collaborate with cross-functional teams and clients to ensure clear understanding of requirements and project status.
• Maintain professional, solution-oriented communication to foster positive client relationships.
• Coordinate timelines across teams and functions to ensure initiatives and deliverables are completed on schedule.

Project Coordination

• Track progress, ensuring milestones and deadlines are met.
• Report project status, risks, and dependencies to the leadership.
• Identify process inefficiencies and recommend improvements to enhance workflow efficiency and effectiveness.
• Collaborate with cross-functional teams to resolve issues and drive project completion.

Training & Quality Assurance

• Conduct quality checks to maintain consistency and adherence to standards.
• Promote team efficiency through ongoing process improvements and knowledge sharing.
• Support onboarding and training of new team members, sharing best practices.
• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Product Implementation Oversight

• Oversee execution of integration deployments by the team.
• Review and approve platform configurations, workflows, and third-party integrations.
• Ensure client training and operational adoption are successfully delivered.
• Serve as an escalation point for technical or configuration challenges.
• Collaborate cross-functionally to resolve implementation issues and enhance client outcomes.
• Contribute to process improvement, documentation, and SOP development.

Skills & Knowledge

• Strong leadership and team management abilities, including coaching and mentoring.
• Excellent communication and interpersonal skills for interacting with team members and stakeholders.
• Solid organizational and time management skills, with attention to detail.
• Analytical and problem-solving skills to identify issues and recommend solutions.
• Knowledge of relevant tools, systems, and industry practices.
• Ability to adapt to changing priorities and manage multiple projects concurrently.
• Extensive experience in software integrations, restaurant operations, and POS systems.

Previous Experience

• 5+ years of professional experience in customer success or related roles.
• 1+ year of experience managing and developing high-performing teams.
• Experience in fintech or SaaS environments preferred.