Manager, Implementations

Title: Manager, Implementations

Reports to: Senior Director, Implementations

Status: Exempt / Salaried

Direct Reports: Implementation Managers

Role Summary

The Manager, Implementations plays a critical leadership role within Neighborly Software’s Implementation organization. This role is responsible for leading, developing, and supporting a team of Implementation Managers, while also contributing directly to the successful delivery of client implementations as needed. The Manager, Implementations oversees project assignment and resource balancing, serves as the primary escalation point for their team, and guides team members in strengthening their project management, configuration, and client engagement capabilities. This role works closely with Implementation Leadership on staffing strategy, process development, and team initiatives, while modeling professionalism, strong communication, and delivery excellence. While primarily a people leader, this role also acts as a player‑coach and will engage on client implementations directly to coach and mentor their team members.

Key Responsibilities

Team Leadership & People Management

• Provide direct people management for Implementation Managers, including coaching, career development, performance reviews, and goal setting.
• Support team members in developing the skills necessary to manage increasingly complex implementations and client engagements.
• Mentor and guide new team members through onboarding, project management practices, and configuration standards.
• Address performance issues with clarity and consistency, partnering with leadership and HR when appropriate.
• Contribute to compensation discussions and development planning for team members.

Project Assignment, Capacity Planning & Staffing Support

• Own workload and capacity planning for the team, ensuring balanced assignment of new implementations.
• Assign incoming projects based on skillset, workload, development goals, and organizational priorities.
• Collaborate with Implementation Leadership on broader staffing strategy, resource forecasting, and hiring needs.
• Provide input into long‑term team scaling and resource planning.

Project Oversight, Quality Assurance & Escalation Management

• Serve as the primary escalation point for project risks, client concerns, or delivery challenges within the team.
• Collaborate with the Senior Director, Implementations on complex or high‑impact escalations when needed.
• Review project plans, configuration decisions, documentation, and client communications to ensure quality, clarity, and alignment with best practices.
• Provide structured feedback and coaching to team members on delivery approach, client communication, configuration quality, and problem solving.
• Occasionally serve as a player-coach by directly owning client implementations while partnering with team members to delegate work, provide mentorship, and support both project delivery and employee development.
• Ensure best‑in‑class delivery standards are met and serve as an example of effective client engagement and project execution.

Training, Onboarding & Team Development

• In collaboration with Education and Enablement, lead onboarding and skills development for new hires, ensuring they understand Neighborly Software’s implementation methodologies, configuration standards, and delivery expectations.
• Identify skill gaps within the team and implement targeted coaching, training, or development plans.
• Support cross‑training efforts to broaden team expertise across program types and product capabilities.

Process Improvement & Internal Initiatives

• Collaborate on implementation process initiatives, occasionally leading internal projects that improve delivery consistency, quality, or efficiency.
• Contribute to the creation and refinement of team playbooks, templates, standards, and best practices.
• Surface recurring client or delivery themes to leadership and cross‑functional partners to support continuous improvement.

Cross‑Functional Collaboration

• Work closely with Product, Configuration Specialists, Strategic Accounts, Client Success, Support, and Sales to ensure aligned and successful implementation delivery.
• Provide feedback on client needs, product gaps, process challenges, and areas for improvement across functions.
• Collaborate with Sales team on scope definition, proposed timelines, and RFP responses for prospective clients.
• Represent the Implementation team in cross‑functional discussions as needed.

Team‑Level Reporting, Communication & Soft Accountability Metrics

• Support team‑level visibility into project health, delivery risks, timelines, and client satisfaction trends.
• Influence improvements in on‑time delivery, documentation quality, and process adherence through coaching and oversight.
• Help ensure the team maintains a high standard of configuration quality, communication, and client experience without strict quota‑based accountability.

Required Skills & Competencies

• Strong leadership and coaching skills, with the ability to guide and grow a team.
• Excellent communication skills with the ability to engage clients, executives, and internal stakeholders.
• Proven ability to manage multiple projects and priorities while supporting team delivery.
• Strong project management capabilities with experience driving SaaS implementations.
• Ability to understand and configure workflow-based or highly configurable software systems.
• High professionalism, accountability, and ownership mentality.
• Strong problem‑solving skills and the ability to navigate ambiguity across diverse projects and stakeholders.
• Ability to provide constructive feedback, support performance development, and model delivery excellence.

Preferred Qualifications

• 5+ years of experience implementing SaaS or workflow‑based systems, with significant experience in complex or multi‑workstream environments.
• People leadership experience preferred but not required.
• Experience working with government agencies, housing authorities, or grant‑funded programs is helpful but not required.
• PMP certification preferred.
• Bachelor’s degree required.

Location

Candidates located in Atlanta, GA are preferred and will be expected to work a hybrid schedule with at least one day per week in the office. New hires will be expected to be in the office more frequently during training and ramp up. Remote candidates outside Atlanta are also eligible.