Senior Manager, Client Operations - Implementation

Responsibilities

• Own end-to-end implementation delivery-driving execution from kickoff through go-live so timelines, scope, and quality standards are consistently met.
• Lead hands-on technical configuration-partnering on configuration of client websites and microsites, implementing client-specific features, and managing data migrations and system integrations.
• Train and support clients through launch and beyond-leading enablement so clients can confidently run PxT day to day, then staying engaged post-launch to troubleshoot and cover features outside client self-service.
• Scope complex projects and manage risk-breaking large initiatives into clear tasks and milestones while proactively surfacing and mitigating issues before they threaten timelines or trust.
• Identify patterns across implementations-turn them into better process, templates, and tooling-including experimenting with AI and automation-so this role leaves a real mark on how PxT scales delivery.
• Partner cross-functionally-with Product, Engineering, Sales, and Support to resolve blockers and ensure clean handoffs at every stage.
• Set support coverage schedules, and manage and mentor direct and indirect reports-help design shifted 7-day coverage for partners who need it and provide clear prioritization and feedback to grow the team.

Requirements

• 5+ years of experience in technical implementation, professional services, or solutions consulting within a SaaS or B2B technology environment.
• Demonstrated project management expertise-task definition, timeline ownership, and resource coordination across complex, concurrent projects.
• Proven experience managing the full lifecycle of software implementations, from contract signing through go-live.
• Experience directly managing people-setting priorities, giving regular feedback, and supporting professional growth.
• Experience with ticketing, CRM, or e-commerce systems.
• Excellent client communication and training skills-able to manage expectations, translate complexity, and build trust.
• A proactive problem-solver with strong risk identification instincts and high attention to detail.
• Comfort operating in ambiguity-able to figure out what "good" looks like without a defined playbook and bring others along.
• Curiosity about how AI and new tools can improve delivery operations-not required to be an expert, but genuinely interested.
• Experience in the arts, live events, or attractions industries is a bonus.

Core Competencies

Demonstrates expertise in end-to-end technical implementation and project management within a SaaS or B2B technology environment, with a focus on client training, support, and cross-functional collaboration. Proven ability to manage teams, identify risks, and enhance delivery processes through innovative solutions.