Manager, Implementation Operations

Summary

Join Slice as a Senior Manager of Implementation and lead the strategic and operational execution of customer onboarding and implementation for all platform components. Ensure customers quickly realize value through scalable, high-quality implementation experiences. Build and lead a high-performing team, design repeatable processes, and deliver measurable outcomes in a dynamic, high-growth environment. Collaborate with Sales, Product, Account Management, and Support to drive efficiency and excellence. Establish KPIs and reporting mechanisms to measure team productivity, project health, customer satisfaction, and time-to-value. Serve as a strategic voice of the customer, advocating for continuous improvement and driving automation and self-service opportunities to enhance efficiency.

Requirements

• 5 - 7+ years of experience in SaaS, POS, or related tech environments with at least 3+ years in a leadership role
• Demonstrated success building and scaling implementation of professional services teams in fast-paced, high-growth environments
• Proven ability to develop and optimize implementation methodologies that drive customer outcomes and reduce onboarding friction
• Strong leadership presence with experience managing distributed or hybrid teams
• Deep understanding of implementation lifecycle, technical onboarding, and project/change management practices
• Excellent stakeholder management and communication skills, with the ability to influence across all levels of an organization
• Data-driven mindset with experience using technology tools for tracking and reporting
• Bachelor’s degree required; MBA or PMP certification is a plus

Responsibilities

• Team Leadership & Development : Recruit, mentor, and lead a high-performing team of implementation consultants. Build a culture of accountability, excellence, and ownership
• Process Design & Optimization: Architect and refine scalable implementation frameworks, playbooks, and tooling to provide a consistent customer experience
• Customer Onboarding Execution: Oversee end-to-end implementation engagements, ensuring timely, on-budget delivery aligned with customer goals and success metrics
• Cross-Functional Collaboration: Partner closely with Product, Sales, Account Management, and Support to ensure seamless handoffs and an integrated customer experience
• Performance Management: Establish KPIs and reporting mechanisms to measure team productivity, project health, customer satisfaction, and time-to-value
• Customer Advocacy: Serve as a strategic voice of the customer during onboarding, escalating systemic challenges and advocating for continuous improvement
• Scalability & Innovation: Drive automation, tooling, and self-service opportunities to enhance implementation efficiency and reduce manual effort

Benefits

• Flexible PTO
• Market leading medical, vision and dental insurance
• 401K matching up to 4%
• Wellness reimbursement/stipend
• Weekly pizza stipend (Yes, that’s a thing!)