Implementation Project Manager

Position Summary

As Implementation Project Manager, you are responsible for managing multiple concurrent projects and/workstreams in a complex program to facilitate an efficient and successful product implementation and customer onboarding process, with minimal support and supervision. 

Your main objective is to proactively and strategically manage new customer implementations, creating end-to-end project plans, facilitating the execution of deliverables, keeping stakeholders informed of status and risks, coordinating actions with internal departments to fulfill client needs, and tracking progress against plan. It is vital to have strong customer facing communication skills and an ability to identify and escalate barriers to project success.

In this role, you will:

Act as a strategic and trustworthy partner between your client and League during the onboarding processAccountable for the creation and management of one or more project plans, status reports, and risk and issue logsManage program calendar and meeting schedule to track towards timely execution of implementationCollaborate with a cross functional team, during a project to inform various stakeholders of upcoming tasks, project status and escalating issues when necessaryDemonstrate the ability to motivate and guide internal teams to deliver according to plan, including but not limited to: Marketing and Communication teams in regards to communications and engagement strategyProduct and Engineering  teams for discovery meetings and delivering to customer requirementsOperation teams to ensure proper processes are in place post launchLead client discussions on implementation and/or project activitiesDemonstrate core problem solving skills in ambiguous situations to deliver a successful implementation and onboardingSupport change control processes and governance meetings to ensure alignment and integrity of the project scope and timelineProactively reach out to clients & decision makers to manage expectations and drive accountabilityManage time-tracking and document control process throughout implementation phasesCapture ongoing and post-onboarding customer feedback, and initiate CSAT survey to contribute to Implementation Team’s ongoing process enhancementsFoster referenceable clients who are openly willing to speak about their onboarding experienceProject management best practices and apply tools and processes per internal standardPartner up with Delivery Lead to communicate and escalate barriers to ensure project successSupport internal initiatives to develop or improve documentation and processes that contribute to League’s delivery model

Desired Outcomes

Quality and timely execution of implementation projectsNPS / CSAT for client onboarding and ongoing activities

Preferred Qualifications

Minimum 5 years in a high-performance account management / implementation capacity2+ years of project management experience preferredBachelor’s degree or equivalentExperience in the healthcare, benefits or technology preferred

Attributes / Characteristics

GeneralComfortable operating within a dynamic work environment and executing in situations where some unknowns existExcited about League’s mission of empowering people to live healthier and happier lives.Enthusiastic about constant learning and self-improvementCommunication / stakeholder managementCommunicate clearly and regularly between Sales, Product, Customer Success, Customer Care, and other necessary teams to ensure clarity on customer expectations for deliveryEffective at articulating complex information in an easy to understand way Excellent communication skills (written and verbal) and the ability to persuade and influence othersComfortable leading conversations and building quick rapport with business and IT leaders. You’re equally at home speaking with Directors, Managers, and Administrative Assistants.Comfortable leading live and virtual training sessions with large groups of peopleAble to appropriately set and reset expectations with stakeholdersProject ManagementSignificant project management experience on complex projects lasting 2+ monthsAbility to handle aggressive deadlines, work cross-functionally, and prioritize work in a fast-paced environmentEffective at motivating and communicating the delivery expectations for other internal and external teamsTechnicalWorking understanding of the healthcare systems and the engagement of members and patientsStrong understanding of the needs of a Business / IT / Executive involved in onboardingFlexibilityAble to ramp up quickly on new subject mattersActive listening skills and naturally curious about new topics

Security-Related Responsibilities

Compliance with Information Security PoliciesEnsure access management is performed in compliance with the employee’s role and responsibilitiesResponsibility and accountability for executing League’s policies and procedures within the department/ teamNotification of HR, Legal, Compliance & Security of any incidents, breaches or policy violations

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