Manager - Implementation

Job Description

The Manager, Implementation is responsible for leading the day-to-day operations of the Implementation team, ensuring the successful deployment of Parcel Pending's intelligent locker solutions across all customer segments. This role manages a team of Project Managers and Installation Coordinators responsible for delivering exceptional customer implementations from project kickoff through go-live.

The successful candidate is a hands-on leader who is passionate about developing people, driving operational excellence, improving processes, and ensuring a consistently positive customer experience. This position partners closely with Sales, Customer Success, Supply Chain, Engineering, and third-party installation partners to deliver projects on time, within budget, and to customer expectations.

Key Responsibilities

Team Leadership

• Lead, coach, and develop a team of Project Managers supporting all market verticals.

• Conduct regular one-on-one meetings, performance reviews, and coaching sessions to support employee growth and engagement.

• Establish quarterly SMART goals and provide ongoing performance feedback.

• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.

• Assist with recruiting, onboarding, and training new team members.

Implementation Operations

• Partner with the Manager of Installations to oversee the successful execution of customer implementations, ensuring projects are delivered on time, within budget, and aligned with customer expectations.

• Monitor implementation workload, project backlogs, and resource allocation to ensure accurate forecasting and timely delivery.

• Conduct recurring backlog and project health reviews to improve implementation efficiency.

• Support the team in achieving annual implementation targets and departmental KPIs.

• Act as the primary escalation point for implementation issues, partnering with internal teams to resolve customer concerns.

Operational Excellence

• Monitor and report on team KPIs, SLAs, backlog health, and operational performance metrics.

• Identify opportunities to improve implementation processes, increase efficiency, and enhance the customer experience.

• Utilize Salesforce, Microsoft 365, and other business systems to improve visibility, reporting, and execution.

• Recommend process improvements and help implement best practices across the Implementation organization.

Vendor & Partner Management

• Maintain strong working relationships with first-party and third-party installation partners, ensuring service level agreements and quality expectations are consistently met.

• Manage relationships with third-party wrap vendors to ensure projects are completed on schedule and meet quality standards.

• Collaborate with internal departments to ensure successful implementation planning and execution.

Additional Responsibilities

• Participate in cross-functional initiatives that improve implementation processes and customer experience.

• Support departmental objectives and perform additional responsibilities as assigned.

Qualifications

Required Qualifications

• Bachelor's degree in Business, Operations Management, Project Management, or a related field, or equivalent professional experience.

• 5+ years of experience in implementation, deployment, operations, project management, or customer onboarding.

• 2+ years of experience leading or supervising customer-facing teams, preferably in a remote environment.

• Experience managing hardware deployments, IoT implementations, technology rollouts, or field operations.

• Strong project management and organizational skills with the ability to manage multiple priorities.

• Experience tracking KPIs, SLAs, and operational performance metrics.

• Excellent communication, leadership, and problem-solving skills.

• Experience with Salesforce, Microsoft 365, or similar business applications.

Preferred Qualifications

• Experience in SaaS, IoT, logistics, parcel management, or smart locker solutions.

• Experience managing third-party vendors or installation partners.

Travel

• • Ability to travel up to 20% domestically for customer visits, team meetings, and company events.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. 

​​Turn your passion into performance. Apply now.​ 

#LI-NB1

Additional Information

This posting is for an existing vacancy. We use AI‑enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.

Rewards & Benefits  

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.  

• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.  

• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.  

• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.  

• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.  

Smart Work at Quadient 

At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together. 

Be yourself at Quadient  

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community.  They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.  

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at career@quadient.com  

Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law. 

People. Connected.