Position Overview:
As a Senior Implementation Manager at Eleven , you will own the day-to-day execution of customer deployments, partnering directly with internal and external stakeholders to drive every implementation from contract signature through go-live and clean handoff to Customer Success. This role is the operational quarterback for each engagement with our major enterprise clients — accountable for the project plan, customer experience, internal coordination, and on-time, high-quality delivery. The Senior Implementation Manager owns the “what, when, and how” of deployments, ensuring Eleven ’s solution is deployed at scale around the world.
Reporting Relationships:
This role reports directly to the VP of Implementation and has no direct reports.
Essential Job Functions & Core Responsibilities:
- Project Planning & Execution
- Own the end-to-end project plan for each assigned deployment, from kickoff through go-live and handoff — milestones, dependencies, owners, dates.
- Run a disciplined cadence of customer-facing and internal meetings: kickoff, weekly status, executive steering, internal pod sync, go-live readiness, and handoff.
- Track and report key metrics, status, risks, and decisions in a clear, consistent format that scales across customers and is visible to leadership.
- Manage scope and change actively — document requests, assess impact (timeline, cost, technical), and secure approval before work begins.
- Deliver “silent go-lives” as the standard – minimal escalations, no rollbacks attributable to project management or coordination failures.
- Customer Engagement & Stakeholder Management
- Serve as the primary day-to-day point of contact for the customer’s program team — PMO, IT operations, brand, and property-level stakeholders.
- Set and manage customer expectations clearly; communicate constraints, trade-offs, and decisions in a way that builds trust rather than friction.
- Navigate complex, multi-stakeholder enterprise environments (corporate brand teams, regional operators, individual properties, third-party partners) with composure and clarity.
- Escalate appropriately — to Eleven leadership, to the customer’s leadership, or both — when timing, scope, or when quality is at risk.
- Pod Partnership with the technical lead
- Operate as one half of a tight delivery pod: the technical lead owns the technical design, configuration, and validation; the Sr. Implementation Manager owns the plan, customer relationship, and execution coordination.
- Translate technical realities into customer-facing language and program decisions; translate customer requirements into structured input for the technical lead.
- Hold the line on what is in scope, what is technically supported, and what requires a change request, in partnership with the technical lead.
- Cross-Functional Coordina