Performark, Inc. Job Description Job Title: Implementation Manager Department: Program Administration Reports to: Director of Operations FLSA: Exempt/Salaried Employee Status: Regular Full Time Date Revised: March 30, 2009 Summary: The Implementation Manager must successfully facilitate the internal operations of client programs with regard to program implementation and support functions under the direction of the Director of Operations. The Implementation Manager position requires a high level of professionalism and ability to problem-solve and remain pro-active when dealing with clients and client program issues. This position will have direct client contact. Successful Performance: The successful performance of the Implementation Manager will depend on an astute ability to implement and maintain client goals and objectives through the business solutions developed by the Program Manager in collaboration with assigned teams. The Implementation Manager is successful by applying standards of excellence at Performark in business delivery, client satisfaction, problem resolution, providing value-add, effective communication, and program maintenance. Essential Duties and Responsibilities: The Implementation Manager performs the following essential duties: Oversee the production and delivery of program implementation and instruction materials. Function as operations process subject matter expert. Act as key liaison for support functions. Coordinate daily operations and maintenance activities for assigned client programs. Assist in writing and implementing process documentation for internal delivery teams. Take ownership in assigned tasks. Facilitate project training, and periodically conduct quality control checks, in the areas of data integrity, report output, delivery services, and call agent work. Assist in compiling client program reviews. Make recommendations for efficiencies to streamline or improve internal processes. Identify problems and proactively recommend resolutions. Who Should Apply: The Implementation Manager responsible for managing timelines and coordinating inter-departmental tasks through effective management of defined projects and programs. Persons having worked in sales support, marketing execution, client program implementation, or those with two years experience in a related team or process lead role should apply. Recent college graduates are also welcome to apply. Qualifications: The position of Implementation Manager requires a 4-year degree in a related field (Business, Sales, Marketing) or the equivalent combination of education and experience. Prior experience with direct client contact is required. The position also requires a high level of production with attention to detail, accuracy and meeting timelines. Excellent organizational, effective communication and presentation skills are required with a proven track record of project coordination. The person in this position must be comfortable using MS Office with specific proficiency in MS Excel. General database knowledge including Customer Relationship Management is strongly preferred.
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