Implementation Program Manager

Your MissionAt Linnworks, we help brands and retailers scale their e-commerce operations through automation. As we continue to grow, we’re looking for an organized, commercially aware, and process-minded Implementation Program Manager to help drive exceptional onboarding experiences for our customers.This role is ideal for someone who enjoys orchestrating complex client projects, improving operational processes, spotting patterns in data, and creating scalable ways of working. You won’t be the person configuring the software directly — instead, you’ll act as the coordinator and operational lead, ensuring projects stay on track, risks are mitigated early, and customers reach value quickly.You’ll work cross-functionally with Customer Success, Services, Product, Engineering, and Sales teams to improve onboarding delivery at scale while helping shape the future of our implementation playbooks, reporting, and operational excellence.In This Role, You WillManage multiple customer implementation projects simultaneously, tracking timelines, milestones, dependencies, and deliverablesOwn project coordination from kickoff through go-live, ensuring clear accountability across internal teams and customer stakeholdersServe as the primary operational point of contact during the onboarding lifecycleBuild strong customer relationships through proactive communication, transparency, and consistent follow-throughHandle escalations calmly and professionally - helping de-escalate challenges.Identify delivery risks, process gaps, and blockers early, and proactively develop mitigation plans before issues escalateConduct post-launch reviews to identify lessons learned and improve future onboarding cyclesDevelop and maintain onboarding playbooks, templates, implementation standards, and scalable operational processesHelp create a more repeatable and predictable onboarding experience across the businessAnalyze onboarding and delivery metrics such as Time to Value, Time to Start, Time to Launch, and onboarding health, to identify trends and opportunities for improvementUse data and reporting to look at the bigger operational picture - identifying inefficiencies, bottlenecks, and areas for optimization across teams and workflowsPartner with leadership and other departments to improve onboarding operations, delivery consistency, and customer outcomesWhat You'll Bring To The RoleWhat We’re Looking For3-5 years of Project Management, Program Management or Implementation Management experience within a SaaS environmentExperience coordinating complex client-facing projects with multiple stakeholdersStrong organizational skills with excellent attention to detail in fast-moving environmentsNaturally collaborative and able to build strong working relationships across Sales, Customer Success, Product, Engineering, and Services teamsComfortable operating in ambiguity and creating structure where processes may not yet existData-driven mindset with experience using operational metrics and reporting to influence decisions and improve outcomesStrong communication skills with the ability to explain non-complex technical or operational concepts clearly to non-technical audiencesCalm under pressure with strong stakeholder management and escalation handling skillsEmpathetic but confident - able to hold both customers and internal teams accountable while maintaining strong relationshipsInterest in operational excellence, process optimization, and scalable ways of workingComfortable experimenting with automation and AI tools to improve onboarding workflows, reporting, communication, and efficiencyNice to Havee-commerce or marketplace technology experienceExperience working in high-growth SaaS or startup environmentsFamiliarity with onboarding metrics, customer journey analytics, or operational reportingExperience building playbooks, SOPs, or Project Management frameworksExposure to AI-assisted workflow automation or reporting toolsAbout UsAs the global leader in the eCommerce automation sector, Linnworks has one mission: Giving our clients back their time to grow and lead their brands. Companies wanting to sell their products via marketplaces like Amazon, eBay, Facebook, etc need a platform to automate and monitor retail, inventory and shipping processes and performance. We have teams across North America and Europe, and we are backed by Marlin Equity Partners, a leading growth equity firm headquartered out of California. Linnworks not only has the market-leading product for e-commerce automation but also attracts the best people in the industry. Highly skilled, passionate, and collaborative with a winning and customer-centric attitude - we pride ourselves on our people.Life at Linnworks:Linnworks is proud to be an Equal Opportunity Employer (EoE). We believe that diversity of experience, perspectives, and background leads to a better environment for our employees and better service for our customers. We value the training and development of our employees deeply. We are committed to continuous investment in their personal growth, providing clear paths for career progression, and equipping them with the tools and training required to become experts in their profession.