Note: The job is a remote job and is open to candidates in USA. Patra Corporation is an operating partner serving the insurance industry through global teams, process intelligence, and purpose-built technology. The Strategic Project Manager of Implementations leads complex BPO implementation projects from kickoff through transition to operations, coordinating internal teams and client stakeholders. The role manages onboarding, project plans, scope, risks, issue resolution, operational readiness, and implementation-related process improvements.
Responsibilities
- Own and manage the full BPO implementation lifecycle—from project kickoff through transition to operations. Define, structure, and guide project plans including timelines, milestones, dependencies, and communication strategies
- Facilitate alignment across internal workstreams (implementation, workforce, technology, operations quality) and client stakeholders
- Serve as the primary point of contact for clients during implementation.Conduct kickoff sessions to confirm expectations, scope, deliverables, and operational requirements
- Guide client teams through process mapping, knowledge transfer, documentation, SOP validation, and readiness activities
- Support clients through the organizational change required to transition processes offsite
- Monitor project health, proactively identify risks, and develop mitigation plans
- Manage scope changes with transparency and escalation where required
- Lead issue resolution, ensuring minimal impact on timelines and client experience
- Create engagement tutorials, project plan templates, and playbooks to increase efficiency and standardization across future implementations
- Identify additional process opportunities clients may be candidates for, and partner with client account management to route expansion insights appropriately
- Provide insights and feedback from implementations to improve BPO service design, delivery playbooks, pricing assumptions, and pre‑sales scoping
Skills
- Exceptional project management skills: Highly organized, detail‑oriented, and able to drive complex initiatives involving multiple operational workstreams
- 3+ years' experience managing BPO implementations or large‑scale operational onboarding (outsourcing, shared services, operations transformation, or similar)
- Client‑facing communication excellence with the ability to manage expectations, facilitate discussions, and guide clients through change
- Cross‑functional leadership skills with the ability to align operations, technology, training, quality, and leadership
- Hands‑on problem solver adept at navigating operational and organizational challenges
- Travel: As required for client onboarding or governance sessions
- Location: Remote
- Work from home; must have fast broadband access
- Experience working with offshore/global delivery centers (APAC region strongly preferred)
- Certifications such as PMP, Lean Six Sigma, or equivalent
- Experience with workflow management tools, SLA dashboards, or BPO technology platforms
- Prior exposure to service delivery environments (insurance, financial services, healthcare, or other regulated industries)
Benefits
- Remote work
- Work from home
Company Overview