Sr. Manager, Project Management - Implementations

Title: Sr. Manager, Project Management – Customer EstablishmentReports to: Director – Customer Establishment Position Summary:The Senior Manager, PM is a key leadership role within the Customer Establishment organization. This position is responsible for leading and developing a team of Implementation Project Managers, while driving execution excellence, customer satisfaction, operational consistency, and continuous improvement across implementation processes.In addition to people leadership, the Sr. Manager, PM directly manages complex and high‑visibility customer implementations of CensiTrac and related service offerings. The role is accountable not only for successful delivery, but also for operational performance and measurable outcomes, including implementation efficiency, velocity, effort optimization, and customer satisfaction.The Sr. Manager, PM is expected to be highly data‑driven, leveraging metrics and KPIs to identify trends, remove bottlenecks, and continuously improve the implementation operating model. This role requires strong collaboration across internal and external stakeholders to ensure timely, high‑quality delivery of software and services.Specific Responsibilities: 1) Operational Excellence & KPI OwnershipOwns and drives key implementation KPIs, including but not limited to: Implementation efficiency and revenue realization, Customer Satisfaction (CSAT), Project velocity and duration, Effort optimization and capacity utilization, On‑time delivery and backlog managementUses data, dashboards, and reporting to proactively identify risks, trends, and improvement opportunitiesDemonstrates strong analytical capability to define, track, and act on performance metrics2) People LeadershipDirectly manages and develops a team of Implementation Project ManagersSets clear expectations for delivery standards, performance, and professional growthProvides ongoing coaching, mentorship, and actionable feedback to improve execution, communication, and customer outcomesConducts regular 1:1 meetings, performance reviews, and development planningBuilds a high‑performing, engaged, and accountable project management team3) Continuous Process ImprovementLeads continuous improvement initiatives to optimize implementation processes, eliminate inefficiencies, and reworkEstablishes and enforces consistent standard work and best practicesPartners with cross‑functional stakeholders (Product, Engineering, Support, Sales, Customer Success) to improve end‑to‑end customer establishment outcomesApplies structured problem‑solving and root‑cause analysis to systemic delivery challengesConducts risk assessments; maintains risk registers; develops mitigation, contingency, and escalation plansServes as an escalation point for customer, delivery, or team issues4) Internal Stakeholder PartnershipPartners closely with cross‑functional teams (Sales, Customer Success, Support, etc.) to reduce project delays and address projects on holdAccountable for financial forecasting and for providing clear, timely updates to leadership on the status of ongoing and completed projects5) Project Management – Critical / Complex projectsMaintains direct accountability for successful delivery of assigned complex or high‑visibility implementations Ensures a consistently high‑quality implementation experience across all assigned projects Travel requirement of up to 20%Qualifications: Required5–8 years of experience implementing / project managing software solutions in healthcare setting2+ years of experience leading and managing project managers or delivery teamsDemonstrated ability to use data and KPIs to drive decision‑making and operational improvementsExceptional presentation, communication, and stakeholder management skillsProven ability to lead, coach, and motivate teamsStrong problem‑solving and analytical skillsWell‑organized, detail‑oriented, and execution‑focusedSelf‑motivated individual with strong ownership mindsetProficiency with program management tools and methodologiesPreferredProject Management certification (PMP or equivalent)Understanding of SPD workflows and ITS systemDemonstrated impact using Fortive Business System / similar lean process methodologiesOriginally posted on Himalayas