Manager, Strategic Implementations

The role

This manager will lead a team of Implementation Managers who deliver onboarding for Novara's strategic customers. The role keeps customer projects tied to desired outcomes, resolves escalations, coaches the team and tracks delivery KPIs.

What you will do

• Oversee day-to-day delivery across the team so implementations stay on time and meet quality standards.
• Keep project plans tied to each customer's desired outcomes, with clear milestones that support time to value.
• Step in quickly on customer escalations and blockers, guide decisions and keep communication clear and timely.
• Coach and develop Implementation Managers through practical guidance and ongoing feedback.
• Monitor team KPIs such as time to value, on-time delivery, CSAT, utilization and escalation trends.
• Reinforce consistent use of project plans, RAID logs, documentation standards and status reporting.
• Balance assignments and manage capacity constraints to meet customer needs.
• Partner with Product, Support, Customer Success, Content and Sales to remove blockers and complete handoffs.
• Help the team adopt new tools, processes and expectations.

Required qualifications

• 3+ years in SaaS implementation, delivery management, onboarding or professional services, including leading teams.
• Proven success managing customer implementations or programs with multiple stakeholders.
• Demonstrated strength in coaching, performance development and culture building.
• Strong customer-facing and executive-level communication skills, including difficult conversations.
• Proficiency with project plans, RAID logs, CRM/PSA systems and implementation frameworks.
• Experience managing KPIs and turning performance trends into operational improvements.
• Bachelor's degree or equivalent experience.

Nice to have

• Salesforce experience.
• Leadership or project management certification.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible Spending Accounts
• PTO
• Paid and floating holidays
• 401k with company match and immediate vesting
• Company-funded life insurance
• Employee Assistance Programs
• No-cost mental health benefits

Before you apply

• Novara may use AI tools to assist in initial resume screening, and a human recruiter reviews all decisions.
• All persons hired must verify identity and eligibility to work in the United States.

About the company

Novara provides safety, operational risk management and sustainability software through its Flex and Risk Management Center platforms. It launched as an independent company on January 1, 2026, and is a Providence Equity portfolio company.