Job Description:
Senior Implementation Program Manager - Utah
About the Role
Packsize is seeking a Senior Implementation Program Manager to lead complex customer implementations from post-sale kickoff through go-live, stabilization, and formal handoff. This role combines disciplined program management with customer success leadership, ensuring solutions are delivered on time and within budget while preparing customer teams to operate, adopt, and realize sustained value.
What You’ll Do
Lead the customer implementation
- Own customer-facing implementation leadership from kickoff through formal closeout and handoff, adapting governance for complex, multi-site, enterprise, or high-risk deployments.
- Translate the sold solution and customer requirements into an outcomes-based plan with clear scope, milestones, owners, decision rights, dependencies, and completion criteria.
- Build trusted relationships with customer leaders and cross-functional teams, aligning them around critical dates, readiness expectations, decisions, and implementation outcomes.
Drive program execution and risk management
- Coordinate with Sales, engineering, Service, Operations, and other partners to confirm requirements and maintain the Implementation Specification Document and integrated implementation plan.
- Manage schedules, budgets, costs, customer prerequisites, and cross-functional commitments across multiple concurrent implementations.
- Maintain the RAID log, remove roadblocks, and escalate material scope, schedule, technical, customer, or commercial risks with clear recommendations.
Build readiness, adoption, and go-live success
- Drive customer readiness across facilities, workflows, staffing, training, materials, systems, and operational support using clear completion criteria.
- Lead onboarding, stakeholder alignment, communications, training coordination, and practical change management while surfacing adoption risks early.
- Coordinate go/no-go readiness reviews, Customer Acceptance Testing, and go-live execution with transparent risks, owners, and contingency plans.
- Lead early-life stabilization and confirm readiness, acceptance, training, and early-adoption outcomes before implementation closeout.
Close, hand off, and improve
- Execute a checklist-based handoff documenting the operating state, adoption baseline, open items, risks, named owners, and next-step success plan for ongoing technical and commercial teams.
- Provide concise status, decisions, trade-offs, and recommendations to customers and Packsize leaders, using influence to align teams and move issues forward.
- Complete closeout artifacts and after-action reviews, using root-cause analysis to improve implementation practices, governance, and customer experience.
How Success Will Be Measured
- Reliable execution: Milestones, schedule, budget, risks, and escalations are managed effectively.
- Customer readiness and adoption: People, processes, facilities, systems, and training are ready for launch and early use.
- Successful go-live: Customer acceptance is achieved, operations stabilize, and critical launch issues are closed.
- Quality handoff and improvement: Open items and ownership are clearly transferred, with lessons applied to future implementations.
Measures may be tailored to the scope and complexity of the assigned implementation portfolio.
What You'll Bring
- Bachelor’s degree in business, engineering, or a related field, or equivalent practical experience.
- Five or more years of project or program management experience leading complex customer-facing implementations and multiple concurrent priorities.
- Demonstrated customer and change leadership, including the ability to build trust, navigate conflict, and influence senior stakeholders and matrixed teams.
- Strong technical acumen across hardware, software, integrations, and customer operations, with the curiosity to learn complex solutions quickly.
- Clear executive communication and sound judgment, including the ability to translate complex information into decisions, risks, trade-offs, and recommendations.
- Analytical, customer-centered problem solving with ownership, resilience, and the ability to use KPIs and risk trends to protect implementation outcomes.
Preferred Qualifications
- Master’s degree in business, engineering, organizational change, or a related field.
- Experience leading enterprise, Fortune 500, multi-site, or other high-complexity implementations, including budget ownership.
- Experience leading customer readiness, onboarding, training, adoption, change management, go-live, and post-launch stabilization.
- Experience developing implementation playbooks, readiness checklists, governance routines, executive reporting, and formal handoff practices.
- Project, program, or change-management certification and experience with Lean Six Sigma, 5-Why, or similar improvement methods.
What We Offer
The salary for this role is $121,000-$151,000, however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience education / training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.
If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.
Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.
Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.
