higharc - Manager of Implementation

• You'll own the Implementation function end-to-end — managing a team of Implementation Leads and Specialists, setting the standard for how implementations run, and making sure customer onboarding consistently delivers measurable value. You're not just keeping projects on track; you're challenging how the work gets done and building the infrastructure for the team to scale without adding headcount every time volume increases. • A big part of this role is operational clarity. You'll create the reporting and dashboards that surface where work is flowing and where it's stuck, then act on what you see. You'll push your team toward standardization — fewer one-off approaches, more templates and repeatable systems that preserve quality at scale. When something goes sideways with a customer, you step in. • You'll also work closely with Product, Engineering, Customer Success, and Sales — translating implementation learnings into product feedback and coordinating across teams to solve problems that don't stay in one lane. • Own planning, scoping, and resourcing across active customer implementations • Manage and coach a team of Implementation Leads and Specialists, with clear goals and accountability to results • Build and maintain reporting on plan throughput, QA/QC ratings, milestone achievement, and team capacity • Identify inefficiencies in how the team works and drive adoption of better, more standardized approaches • Serve as the escalation owner when customer implementations are at risk — and see them through to resolution • Partner cross-functionally with Product, Engineering, Customer Success, and Sales to surface learnings and improve execution • Travel up to 20% for customer on-sites and company retreats