Implementation Program Lead

FLSA Classification: Exempt

Reports To: Director of Client Services

The Implementation Program Lead establishes the methodology, standards, and portfolio view for Blossom's implementation team, so every credit union implementation follows a consistent, visible, and controlled delivery model. This person also leads implementations as assigned, with a focus on the most complex engagements, including core conversions and multi-product implementations, from contract handoff through go-live and transition to Support. This is an individual contributor role with no direct reports.

None

• Design and roll out a standard implementation methodology where none exists today: phases, stage gates, exit criteria, and sign-off requirements
• Own standard templates and artifacts: project charter, RACI, project plan, RAID log, status report, test plan, conversion and go-live checklists
• Drive adoption across the implementation team; hold sign-off authority on stage gates and go-live readiness

• Maintain a single view of all active, pending, and pipeline implementations
• Sequence start dates and balance workload across the implementation team
• Validate committed timelines before they are promised to clients and flag capacity conflicts early

• Define the standard process for implementation requests to product teams, including intake format, required information, and timing
• Maintain a cross-project view of implementation dependencies on product work
• Identify when implementations compete for the same product capacity, recommend priority, and elevate conflicts to the Director of Client Services

• Produce consistent implementation reporting: pipeline, capacity, status, health, milestones, and open change requests for implementations and professional services

• Enforce the change request process for implementations, including scoping, pricing with Professional Services, approval, and documentation
• Surface gaps between sales commitments, contract terms, and implementation scope
• Escalate risks and issues through defined paths

• Lead implementations as assigned, with priority on core conversions, multi-product, and other high-complexity engagements
• Coordinate directly with product owners on dependencies for assigned projects
• Coordinate third-party vendors, including card processors, digital banking, fraud, and integration partners, against the client's timeline
• Plan and run conversion weekends, including mock conversions, reconciliation sign-off, and rollback planning
• Manage relationships with credit union executives and project sponsors throughout the engagement

• Confirm go-live readiness against exit criteria: testing, conversion balancing, training, and compliance requirements
• Own hypercare and a clean transition to Support
• Run lessons-learned reviews and feed results into methodology, timeline assumptions, and pricing

Performs other related duties as assigned.

• Proven ability to analyze complex operational processes, identify root causes and design practical, scalable solutions.
• Strong project and program management skills, including planning, scheduling, budgeting, risk management and stakeholder management across multiple concurrent initiatives.
• Working knowledge of process improvement and change management methodologies such as Lean, Six Sigma, Agile and Prosci/ADKAR.
• Understanding of software and hardware implementation life cycles, including requirements gathering, configuration, data conversion, integration, testing, training and go-live.
• Familiarity with credit union or financial institution operations, including core banking, digital banking and card programs.
• Ability to influence and lead without direct authority, building consensus across teams and levels of the organization.
• Excellent written and verbal communication skills, including the ability to present recommendations to executive leadership.
• Strong analytical skills, with the ability to define metrics and use data to support decisions.
• Proficiency with project management and collaboration tools such as Jira, Confluence, Notion, Smartsheet or similar, and with Google Workspace.
• Highly organized, detail-oriented and able to manage competing priorities in a fast-paced environment.
• Working knowledge of credit union…