Operations & Program Manager, Implementation - Remote

Overview

As an Operations & Program Manager, Implementation on our Customer Experience (CX) team, you will play a pivotal role in driving key initiatives that shape the future of how we onboard and activate customers.

In Short

• Lead the implementation and ongoing management of systems and tools that support the Implementation organization.
• Partner with cross-functional stakeholders to identify opportunities for automation and workflow optimization.
• Map, monitor, and analyze onboarding, deployment, and activation workflows.
• Evaluate the effectiveness, adoption, and scalability of Implementation tools and processes.
• Serve as the operational and technical owner for key Implementation systems and programs.
• Lead initiatives to revisit, refine, or redesign customer service packages.
• Drive cross-functional readiness for new systems, processes, or service offerings.
• Stay current with trends in customer onboarding and deployment operations.

Requirements

• 6+ years of experience in operations, customer onboarding, implementation, or customer success.
• Strong understanding of the customer journey, particularly the onboarding and activation stages.
• Proven ability to optimize operational processes and build scalable frameworks.
• Experience partnering with cross-functional teams to ensure alignment.
• Excellent project management skills.
• Proficiency with data analysis and metrics tracking.
• Exceptional communication and collaboration skills.
• Comfort and adaptability in fast-moving environments.

Benefits

• Competitive health benefits and generous PTO policy.
• RSU program and retirement matching program.
• Paid volunteer days and peer-to-peer recognition.
• Remote-first work environment.