Senior Manager, Implementation Project Management

Paperless Parts is a SaaS startup helping manufacturers quote faster and win more work. From rockets to medical devices, we power the parts that move the world forward.

This position requires activities that are subject to US Export Control Laws and require US Citizenship or Green Card Holder.

Position Summary

As the Senior Manager of Implementation Project Management, you will lead a team of Implementation Project Managers (IPMs) responsible for delivering successful onboarding and implementation experiences for manufacturing customers adopting our platform. This role is focused on driving operational excellence, improving implementation predictability, and ensuring customers achieve rapid time-to-value.

You will oversee complex customer deployments, establish scalable implementation processes, manage implementation capacity and resource planning, and partner cross-functionally with Sales, Technical Services, Product, Customer Success, and Support to deliver a seamless customer journey from kickoff through go-live.
Key Responsibilities

• Lead, mentor, and develop a team of Implementation Project Managers, providing hands-on coaching related to project execution, customer communication, implementation strategy, risk management, and successful delivery of our software platform.
• Oversee the successful execution of customer onboarding projects from sales handoff through go-live and transition to Customer Success, ensuring projects remain on track for timeline, scope, customer outcomes, and overall implementation quality.
• Own implementation resource management processes, including team capacity planning, project forecasting, workload balancing, prioritization, and staffing alignment across a portfolio of concurrent customer engagements.
• Establish and continuously improve Project Management methodologies, playbooks, processes, and best practices to create scalable, repeatable, and high-quality delivery standards.
• Proactively identify project risks, operational bottlenecks, customer escalations, and delivery challenges, partnering cross-functionally to drive resolution and improve implementation efficiency.
• Serve as a senior escalation point for complex customer implementations and strategic accounts, building strong relationships with executive stakeholders when needed.
• Partner closely with Product, Engineering, Technical Services, Sales, Support, and Customer Success to streamline onboarding workflows, improve implementation tooling, and reduce manual effort through automation and process optimization.
• Own and report on key implementation metrics, including time-to-value, onboarding throughput, customer satisfaction, resource utilization, delivery predictability, and implementation health, while driving continuous improvement initiatives across the organization.

Qualifications

• 7+ years of experience in Professional Services, Implementation, Project Management, or Customer Success within a SaaS or technology environment.
• 3+ years of experience leading implementation, onboarding, or project management teams, including responsibility for resource management, team utilization, and delivery forecasting.
• Proven experience managing complex software implementations and customer onboarding programs at scale.
• Demonstrated ability to provide hands-on coaching and leadership related to software delivery, customer management, implementation best practices, and operational execution.
• Experience working within Professional Services Automation (PSA) platforms and project management systems such as Rocketlane, Kantata, Mavenlink, Certinia, Salesforce, Jira, Asana, or similar tools.
• Strong operational, organizational, and project management skills with the ability to manage multiple priorities and cross-functional initiatives simultaneously.
• Excellent communication, customer management, and executive stakeholder engagement skills, including experience managing escalations and at-risk projects.
• Strong analytical and problem-solving abilities with a process improvement mindset.
• Familiarity with manufacturing environments, ERP systems, integrations, or technical implementation workflows is highly preferred.
• Bachelor's degree in Business, Engineering, Technology, or related field preferred.

Paperless Parts Life

Culture: At Paperless Parts, we value intentionality, persistence and relationships. We live and breathe these values every day. As a fast-growing company, we're continually improving what we've built while still building from the ground up.

Boston Office: Our office is full of energy; people regularly collaborate to solve complex problems. We recognize that people work well in different environments and have intentionally designed our office to provide collaborative spaces and quiet focus areas. Our height-adjustable desks are set up with additional monitors, and employees are provided with the latest Apple technology to support productivity.

Our headquarters is located in downtown Boston, MA and easily accessible to most transit routes…