About the role
Title: Sr. Manager, Project Management – Customer Establishment
Reports to: Director – Customer Establishment
Position Summary:
The Senior Manager, PM is a key leadership role within the Customer Establishment organization. This position is responsible for leading and developing a team of Implementation Project Managers, while driving execution excellence, customer satisfaction, operational consistency, and continuous improvement across implementation processes.
In addition to people leadership, the Sr. Manager, PM directly manages complex and high‑visibility customer implementations of CensiTrac and related service offerings. The role is accountable not only for successful delivery, but also for operational performance and measurable outcomes, including implementation efficiency, velocity, effort optimization, and customer satisfaction.
The Sr. Manager, PM is expected to be highly data‑driven, leveraging metrics and KPIs to identify trends, remove bottlenecks, and continuously improve the implementation operating model. This role requires strong collaboration across internal and external stakeholders to ensure timely, high‑quality delivery of software and services.
Specific Responsibilities:
1) Operational Excellence & KPI Ownership
- Owns and drives key implementation KPIs, including but not limited to: Implementation efficiency and revenue realization, Customer Satisfaction (CSAT), Project velocity and duration, Effort optimization and capacity utilization, On‑time delivery and backlog management
- Uses data, dashboards, and reporting to proactively identify risks, trends, and improvement opportunities
- Demonstrates strong analytical capability to define, track, and act on performance metrics2) People Leadership