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Senior Manager of Implementation

3 months ago

Washington, United States AINS LLC DBA OPEXUS Full time
Job DescriptionJob Description


OPEXUS, a GovTech software company for 30+ years, is seeking an accomplished Senior Manager of Implementation to lead and manage the Business Analyst (Software Configuration Specialist) team across simultaneous delivery of Commercial-Off-the-Shelf (COTS) web applications for Government customers and is charged with continuous improvements to modernize, scale and optimize customer delivery to achieve business targets.

The Senior Manager, Implementation, is responsible for building and developing a team that has the right mix of skills to scale operations and guide customers with a consultative delivery approach.

This role reports to the VP of Implementation and oversees the team responsible for client software installation, including but not limited to software configuration, product consultation to clients, implementation best practice guidance for clients, continuous improvement, KPI accountability and customer satisfaction based on the quality of the implementation service delivered. This key role requires exemplary communication skills to partner with customers and internal stakeholders, while understanding technical aspects of multiple implementations.

Location: Hybrid position, mandatory minimum of 2 days/week in our Washington, DC office

Primary Responsibilities:

  • Team Leadership: Lead, mentor, and manage the team of Business Analysts, fostering a collaborative and high-performance work environment.
  • Accountability: Manage team members to the stated performance expectations and project deadlines, holding them accountable for their work and providing guidance as needed.
  • Customer Engagement & Empathy: Develop customer-service practices among the team to deliver a signature OPEXUS approach with clear expectations. Serve as a point of escalation for team members and customers to resolve customer experience issues.[BH1]
  • Adherence to Standards: Ensure the team adheres to all company standards and best practices for COTS implementations, maintaining high-quality service delivery within contract parameters.
  • Performance Metrics: Instrument, monitor, report on team performance metrics, using data to drive continuous improvement and achieve operational excellence, such as utilization, CSAT, profitability, and Time-to-Value. Adjust customer delivery using data-driven insights.
  • Strategic Initiatives: Implement key initiatives to enhance the efficiency and effectiveness of the implementation team, aligning with the organization's overall goals.
  • Stakeholder Collaboration: Work closely with the VP of Implementation and other cross-functional teams, including engineering, product, marketing, and sales, to ensure solutions and services exceed customer expectations within the parameters of the project contract.
  • Process Improvement: Identify and implement process improvements to streamline workflows and enhance the quality of the COTS software implementation.
  • Talent Development: Focus on developing the skills, abilities, tools, and processes of the team to develop excellent consultants by providing clear feedback in the moment, in 1:1 sessions, quarterly performance conversations and career guidance conversations.
  • Culture Leader: Live OPEXUS core values and foster an inclusive culture by promoting diversity of thought internally and externally.

Education:

  • Bachelor’s degree required – Business Admin, Management, or Computer Science majors preferred.

Minimum Qualifications:

  • 3+ years of people management experience, specifically in directly managing employees responsible for software implementation or optimization.
  • 5+ years of demonstrated success with client-relations and client experience ownership.
  • 5+ years of experience with stakeholder management, internal & external communications, and resource coordination.
  • Demonstrated success leading multi-disciplined teams in Agile software implementation approach.
  • NetSuite experience is strongly preferred.
  • Experience with federal government contracts preferred.

Knowledge, Skills, & Abilities:

  • Knowledge of SaaS business models and best practices, with a focus on delivering value and driving growth.
  • Understanding of and has utilized the SDLC lifecycle for project implementations.
  • Knowledge and experience with Federal Security Practices and Assessments.
  • Results oriented mindset with excellent attention to detail.
  • Strong communication and problem-solving skills.
  • Excellent client-facing and teamwork skills.
  • Well organized and detail oriented with strong written and oral communication skills.
  • Solid organizational skills, including multitasking and time-management.
  • Proficiency in managing cross-functional teams.

Security Clearance:

  • US Citizenship is required with the ability to obtain security clearance.

About OPEXUS

Get government unstuck with OPEXUS. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery.

Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.

If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers.

OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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