Implementation Project Manager

The role

The Implementation Project Manager ensures new brands are set up for success from kickoff through go-live. You will own multiple concurrent implementations by coordinating across Sales, Product, Engineering, and Operations.

What you will do

• Lead implementation projects for new brands from post-sale kickoff to successful go-live
• Develop and manage project plans, timelines, and milestones using tools like Baton, Salesforce, and Jira
• Coordinate cross-functional stakeholders across Sales, Solutions, Product, Engineering, Operations, and other teams
• Track project action items, set expectations, and manage escalations
• Identify and mitigate risks or blockers and proactively communicate when a project is at risk
• Document project updates, decisions, and launch statuses in internal systems
• Build strong relationships with brands and 3PL partners as the primary point of contact
• Understand customer needs and technical requirements
• Contribute to process improvements, templates, and frameworks
• Advocate for the customer experience

Required qualifications

• 2+ years of project management, customer onboarding, or implementation experience
• Experience working in a startup or high-growth environment
• Comfortable wearing multiple hats and stepping outside of traditional project management responsibilities
• Strong customer-facing communication and stakeholder management skills
• Experience managing multiple concurrent projects and competing priorities
• Strong sense of ownership and urgency
• Experience navigating customer escalations, setting expectations, and communicating through project delays or blockers
• Detail-oriented and organized
• Resourceful and comfortable finding answers
• Proficiency with Salesforce, Jira, or project management tools
• Understanding of eCommerce workflows such as Shopify, BigCommerce, 3PL integrations, APIs, or shipping carriers
• Bachelor’s degree or equivalent experience

Nice to have

• Experience within SaaS, logistics, eCommerce, or another fast-paced technology environment
• Baton experience

About the company

Passport is a company where priorities can shift and processes continue to evolve.