Note: The job is a remote job and is open to candidates in USA. Packsize is hiring a Senior Implementation Program Manager to lead customer implementations from kickoff through go-live, stabilization, and handoff. The role manages program execution, customer readiness and adoption, risk, and continuous improvement across complex deployments.
Responsibilities
- Own customer-facing implementation leadership from kickoff through formal closeout and handoff, adapting governance for complex, multi-site, enterprise, or high-risk deployments
- Translate the sold solution and customer requirements into an outcomes-based plan with clear scope, milestones, owners, decision rights, dependencies, and completion criteria
- Build trusted relationships with customer leaders and cross-functional teams, aligning them around critical dates, readiness expectations, decisions, and implementation outcomes
- Coordinate with Sales, engineering, Service, Operations, and other partners to confirm requirements and maintain the Implementation Specification Document and integrated implementation plan
- Manage schedules, budgets, costs, customer prerequisites, and cross-functional commitments across multiple concurrent implementations
- Maintain the RAID log, remove roadblocks, and escalate material scope, schedule, technical, customer, or commercial risks with clear recommendations
- Drive customer readiness across facilities, workflows, staffing, training, materials, systems, and operational support using clear completion criteria
- Lead onboarding, stakeholder alignment, communications, training coordination, and practical change management while surfacing adoption risks early
- Coordinate go/no-go readiness reviews, Customer Acceptance Testing, and go-live execution with transparent risks, owners, and contingency plans
- Lead early-life stabilization and confirm readiness, acceptance, training, and early-adoption outcomes before implementation closeout
- Execute a checklist-based handoff documenting the operating state, adoption baseline, open items, risks, named owners, and next-step success plan for ongoing technical and commercial teams
- Provide concise status, decisions, trade-offs, and recommendations to customers and Packsize leaders, using influence to align teams and move issues forward
- Complete closeout artifacts and after-action reviews, using root-cause analysis to improve implementation practices, governance, and customer experience
Skills
- Bachelor's degree in business, engineering, or a related field, or equivalent practical experience
- Five or more years of project or program management experience leading complex customer-facing implementations and multiple concurrent priorities
- Demonstrated customer and change leadership, including the ability to build trust, navigate conflict, and influence senior stakeholders and matrixed teams
- Strong technical acumen across hardware, software, integrations, and customer operations, with the curiosity to learn complex solutions quickly
- Clear executive communication and sound judgment, including the ability to translate complex information into decisions, risks, trade-offs, and recommendations
- Analytical, customer-centered problem solving with ownership, resilience, and the ability to use KPIs and risk trends to protect implementation outcomes
- Master's degree in business, engineering, organizational change, or a related field
- Experience leading enterprise, Fortune 500, multi-site, or other high-complexity implementations, including budget ownership
- Experience leading customer readiness, onboarding, training, adoption, change management, go-live, and post-launch stabilization
- Experience developing implementation playbooks, readiness checklists, governance routines, executive reporting, and formal handoff practices
- Project, program, or change-management certification and experience with Lean Six Sigma, 5-Why, or similar improvement methods
Benefits
- Medical, dental, and vision coverage
- A 401(k) retirement plan
- Paid Time Off
- Health Savings and Flexible Spending Accounts (HSA/FSA)
- Life and disability insurance
- Additional voluntary benefits: critical illness, hospital indemnity, accident, and legal/ID theft protection
- Access to an Employee Assistance Program (EAP) to support your overall well-being
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