8576 Strategic Implementation Manager

Duties:
The Community You Will Join:
The Strategic Programs & Implementation Team within Trust Operations exists to serve and support the broader needs of our community.
We strive for the perfect delivery of new defenses and defense enhancements to our ops teams, which preserve and build more trust within our communities.
We ensure solutions are innovative, scalable, and deliver a world-class experience for our users.

The Difference You Will Make:
As a Strategic Implementation Manager, you are responsible for driving large-scale, cross-functional, and cross-platform projects and programs that help achieve the strategic goals of the organization.
You serve as the bridge between upstream groups (product, policy, hosting, community support) and cross functional stakeholders within operations and shared services to bring initiatives to life.
You are responsible for ensuring the solutions launched are both innovative and scalable for Trust Operations.
You must constantly advocate for your customers and will have a key voice in influencing the development of solutions.
You will achieve this by becoming the SME, developing empathy, and creating low-complexity solutions that are streamlined and error proofed. What you launch will impact hundreds of operations agents, and delivering a superior user experience is table stakes.

A Typical Day:
Develop and lead high performing, cross-functional project teams within operations (Partner Management, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM, WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
Create comprehensive and nimble end-to-end implementation plans through robust planning and actively drive the execution, launch, and post-launch control of solutions.
Collaborate closely with leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
Responsible for identifying and developing all operations business requirements, writing business requirements docs, and partnering with product & engineering teams to incorporate and prioritize ops’ needs into product requirement docs (PRDs).
Become the SME in your fraud/safety space and design high-quality end-to-end agent investigation workflows.
You will leverage internal tools (guide designer) to architect robust, error proofed, and streamlined processes.
Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure solutions are ready for live production.
Drive optimal ops forecasting through close collaboration with product and workforce planning teams. As assumptions change, you’ll update plans dynamically and apply a lens of radical stewardship to the use of company resources.
Ensure solutions have been rigorously tested before rolling out at scale.
Develop experiments, pilots, feedback channels and corresponding pre-launch success criteria to maximize learnings that inform solutions.
Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
Develop key insights into the quality and performance of your implementation. You’ll define key success metrics alongside your advanced analytics partners, and ensure robust dashboards are created to monitor the performance of pilot, launch and post-launch.
Maximize decision accuracy by ensuring quality

Skills & Experience:
Bachelor’s degree in Business, Operations, Engineering, or a related field.
8+ years of experience in project/ program management, technical program management, management consulting, continuous improvement, or product management.
Expert in process mapping, and proven experience in designing, improving and implementing new processes into operational organizations.
Excellent strategic and analytical capabilities, problem-solving skills, and business acumen; strong judgment in navigating and resolving sensitive situations
Ability to drive multiple concurrent initiatives in a fast paced environment with evolving requirements and timelines.
Proven organizational and leadership skills to motivate and influence others positively to drive for results
Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization, including technical product, engineering, and PMO teams
Certification in project management or Lean/Six Sigma a plus; track record of creating and contributing to a culture of continuous improvement.
Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
Excellent written and verbal communication skills, with a focus on communicating with senior leadership.
Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations

The hiring range for this position is $61 to $71 per hour. The base pay actually offered will take into account internal equity, and may also vary depending on candidate’s geographic region, job-related knowledge, skills, and experience amongst other factors.

Harvest Technical Services is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or any other federal, state, or local protected class.