Job Description

Job Title: Lead Implementation ManagerOverview: The Lead Implementation Manager will oversee a team of Implementation Managers(IMs) dedicated to successfully implementing client\xe2\x80\x99s platform and services for end customers. Thisrole combines project management leadership with a focus on quality assurance and training,ensuring high standards of service delivery and team performance.\xe2\x88\x99Provide ongoing guidance and support to Implementation Managers, fostering a culture ofcollaboration and empowerment to drive successful implementations and achieve projectgoals.\xe2\x88\x99Conducting regular quality audits to ensure adherence to established standards andcontinuous improvement.\xe2\x88\x99Developing and implementing comprehensive training programs to bridge knowledge gapsand enhance team capabilities.\xe2\x88\x99Fostering a culture of learning, providing resources and support for both technical and non-technical skill development.Key Responsibilities Include:\xe2\x88\x99Project Oversight:oManage and oversee the end-to-end implementation process, ensuring alignmentwith client objectives and adherence to methodologies.oDevelop comprehensive project plans, including timelines, resource allocation, andkey milestones.\xe2\x88\x99Team Management and Mentorship:oLead and mentor a team of Implementation Managers, providing ongoing guidanceand support to enhance team performance.oShadow each offshore IM regularly by following email threads, Slack channels, andcustomer calls, providing actionable feedback on strengths and areas forimprovement.\xe2\x88\x99Progress Monitoring and Support:oConduct weekly check-ins (account reviews) with each IM to assess project progress,identify risk areas, flag blockers, and provide support.oEnsure IMs effectively share progress updates on implementation projects, includingcompleted tasks, upcoming work, account health, and potential risks.oFunction as the escalation point for IMs, working with internal teams to mitigaterisks and resolve challenges.\xe2\x88\x99Quality Assurance:oConduct regular quality audits and reviews to ensure compliance with establishedstandards and continuous improvement.oMonitor team collaboration and maximize knowledge sharing through daily stand-ups and clarifying queries to identify key trends or areas for improvement.\xe2\x88\x99Training and Development:oConduct comprehensive training needs assessments to identify skills or knowledgegaps within the team.oCollaborate with leads and managers in business units to determine trainingpriorities.oDevelop and deliver effective training programs for internal teams, ensuring trainingsessions are interactive, engaging, and relevant to participants\' roles.oCreate training materials and conduct in-person and virtual training sessions.oAssess training needs and measure training effectiveness, providing insights forcontinuous improvement.oManage end-to-end new hire training for new associates, sharing batch reports andregular updates on training progress with stakeholders.oManage knowledge interventions, including refresher training sessions andadministering process knowledge tests.oFacilitate Performance Improvement Plan (PIP) trainings for associates identified ashaving performance issues.\xe2\x80\x99oUtilize diverse training methods, such as role-playing, simulations, and groupactivities, to enhance learning outcomes.\xe2\x88\x99Reporting and Communication:oProvide weekly reports detailing case closures, active cases, and projections for newcase assignments.oMonitor capacity and efficiency to advise on case assignments and track long-running implementations, ensuring action plans are updated.\xe2\x88\x99Continuous Improvement:oIdentify risks to help unblock IMs and provide guidance on necessary actions.oQuestion situations that appear off, such as discrepancies in utilization rates orprolonged project phases and dig into underlying issues.oProvide feedback for individual performance and process adjustments to enhanceefficiency and teamwork.oCelebrate wins by recognizing individual and team accomplishments to boost moraleand maintain momentum.\xe2\x88\x99Data and Dashboard Utilization:oConnect insights using available data and dashboards to identify concerning trends,support needs, and opportunities for feedback and action planning.oTrack long-running implementations and ensure action plans are sound and updatedevery two weeks.Experience:\xe2\x88\x997+ years of project management experience, preferably in SaaS product implementation.\xe2\x88\x99Proven track record of managing complex implementation projects and leading high-performing teams.Skills Required:\xe2\x88\x99Soft Skills:oC1 level language proficiency on the CEFR Scale, excellent presentation, problem-solving, and communication skills.oStrong people skills with the ability to manage diverse teams and resolve conflictseffectively.\xe2\x88\x99Technical Skills:oProficient in project management tools (e.g., Smartsheet, Jira, Trello) and CRMplatforms (e.g., Salesforce).oFamiliarity with SQL for data extraction and reporting; knowledge of datavisualization tools (e.g., Tableau, Power BI) is a plus.oUnderstanding of the advertising technology ecosystem, including campaignmanagement, SSP/DSP, and ad servers.oExperience with process improvement methodologies (e.g., Lean, Six Sigma) toenhance operational efficiency.\xe2\x88\x99Project Management:oKnowledge of quality tools (Six Sigma-Green Belt, PMP/Prince-2) and familiarity withproject management methodologies.\xe2\x88\x99LiveRamp Product Knowledge:oPreferred knowledge of LiveRamp systems and products, including APIs anddatabase management.Education:\xe2\x88\x99Any graduation.Working Hours:\xe2\x88\x99Mon to Fri: 6:30 PM IST to 3:30 AM IST (subject to change based on US Day-light saving) -Work from Office - MandatoryLocation:\xe2\x88\x99Hyderabad.Note to Tag: Keywords for Job Search: Lead Implementation Manager, Technical Project Manager,Project Management Lead, Quality Assurance Lead, Training Manager.

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