Implementation Lead

We are seeking a proactive and solution-oriented Implementation Lead to ensure successful execution of processes, training, and team engagement. This role is responsible for leading process changes, handling client escalations, and mentoring staff to drive operational efficiency and effectiveness. The ideal candidate is a proactive leader who excels at problem-solving, communication, and team development.  This role is onsite 5 days a week in our Richardson, Texas office.

Key Responsibilities:

• Act as the primary team trainer, ensuring staff are well-equipped with the necessary skills and knowledge to perform in their roles
• Serve as the first point of contact for client escalations, working swiftly to resolve issues and maintain client satisfaction
• Engage in process change discussions, collaborating with stakeholders and leadership to ensure a smooth team adoption of new workflows
• Develop and maintain process workflows, continuously optimizing efficiency and accuracy
• Coach and mentor staff, tracking progress and providing reports to leadership to support team development and decision-making
• Monitor team performance to ensure deliverables are met on time and within project scope and budget
• Document onboarding trends and proactively work with leadership to develop strategies and solutions to problems
• Assist in the design, development, and implementation of new concepts, promotions, and branding elements.
• Lead strategy discussions with cross-functional collaborators to solve data or process gaps
• Perform data audits to verify accuracy and integrity
• Act as point of contact for escalations

Education

• Bachelor’s degree in business administration, operations management, or related field. PMP or Scrum certification a plus but not required

Experience

• Minimum of 2 years in operational implementation, project management, or software implementations.
• HOA industry background a plus; HOA software conversation a plus.
• At least one year of people leadership experience strongly preferred.

Skills

• Strong leadership and coaching abilities with experience mentoring teams
• Excellent problem-solving skills and the ability to manage client escalations effectively
• Proven experience in process improvement and workflow documentation
• Strong communication and stakeholder engagement skills
• Ability to track, analyze, and report on key performance metrics
• Familiarity with product testing and user enablement best practices
• Strong intermediate to advanced Excel and MS office skills required
• Excellent time management skills required
• Ability to work efficiently both independently and in group environments

Other Requirements

• Travel required (10%); must have ability to travel outside of the US as needed and have a current passport