Job Description

Job Title: Lead Implementation Manager
Overview: The Lead Implementation Manager will oversee a team of Implementation Managers
(IMs) dedicated to successfully implementing clients platform and services for end customers. This
role 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 of
collaboration and empowerment to drive successful implementations and achieve project
goals.
\xe2\x88\x99Conducting regular quality audits to ensure adherence to established standards and
continuous improvement.
\xe2\x88\x99Developing and implementing comprehensive training programs to bridge knowledge gaps
and 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 alignment
with client objectives and adherence to methodologies.
oDevelop comprehensive project plans, including timelines, resource allocation, and
key milestones.
\xe2\x88\x99Team Management and Mentorship:
oLead and mentor a team of Implementation Managers, providing ongoing guidance
and support to enhance team performance.
oShadow each offshore IM regularly by following email threads, Slack channels, and
customer calls, providing actionable feedback on strengths and areas for
improvement.
\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, including
completed tasks, upcoming work, account health, and potential risks.
oFunction as the escalation point for IMs, working with internal teams to mitigate
risks and resolve challenges.
\xe2\x88\x99Quality Assurance:
oConduct regular quality audits and reviews to ensure compliance with established
standards 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 knowledge
gaps within the team.
oCollaborate with leads and managers in business units to determine training
priorities.
oDevelop and deliver effective training programs for internal teams, ensuring training
sessions 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 for
continuous improvement.
oManage end-to-end new hire training for new associates, sharing batch reports and
regular updates on training progress with stakeholders.
oManage knowledge interventions, including refresher training sessions and
administering process knowledge tests.
oFacilitate Performance Improvement Plan (PIP) trainings for associates identified as
having performance issues.
oUtilize diverse training methods, such as role-playing, simulations, and group
activities, to enhance learning outcomes.
\xe2\x88\x99Reporting and Communication:
oProvide weekly reports detailing case closures, active cases, and projections for new
case 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 or
prolonged project phases and dig into underlying issues.
oProvide feedback for individual performance and process adjustments to enhance
efficiency and teamwork.
oCelebrate wins by recognizing individual and team accomplishments to boost morale
and 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 updated
every 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 conflicts
effectively.
\xe2\x88\x99Technical Skills:
oProficient in project management tools (e.g., Smartsheet, Jira, Trello) and CRM
platforms (e.g., Salesforce).
oFamiliarity with SQL for data extraction and reporting; knowledge of data
visualization tools (e.g., Tableau, Power BI) is a plus.
oUnderstanding of the advertising technology ecosystem, including campaign
management, SSP/DSP, and ad servers.
oExperience with process improvement methodologies (e.g., Lean, Six Sigma) to
enhance operational efficiency.
\xe2\x88\x99Project Management:
oKnowledge of quality tools (Six Sigma-Green Belt, PMP/Prince-2) and familiarity with
project management methodologies.
\xe2\x88\x99LiveRamp Product Knowledge:
oPreferred knowledge of LiveRamp systems and products, including APIs and
database 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 - Mandatory
Location:
\xe2\x88\x99Hyderabad.
Note to Tag: Keywords for Job Search: Lead Implementation Manager, Technical Project Manager,
Project Management Lead, Quality Assurance Lead, Training Manager.