Implementation Program Manager

At  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 Will

• Manage multiple customer implementation projects simultaneously, tracking timelines, milestones, dependencies, and deliverables

• Own project coordination from kickoff through go-live, ensuring clear accountability across internal teams and customer stakeholders

• Serve as the primary operational point of contact during the onboarding lifecycle

• Build strong customer relationships through proactive communication, transparency, and consistent follow-through

• Handle escalations calmly and professionally - helping de-escalate challenges.

• Identify delivery risks, process gaps, and blockers early, and proactively develop mitigation plans before issues escalate

• Conduct post-launch reviews to identify lessons learned and improve future onboarding cycles

• Develop and maintain onboarding playbooks, templates, implementation standards, and scalable operational processes

• Help create a more repeatable and predictable onboarding experience across the business

• Analyze onboarding and delivery metrics such as Time to Value, Time to Start, Time to Launch, and onboarding health, to identify trends and opportunities for improvement

• Use data and reporting to look at the bigger operational picture - identifying inefficiencies, bottlenecks, and areas for optimization across teams and workflows

• Partner with leadership and other departments to improve onboarding operations, delivery consistency, and customer outcomes

What We’re Looking For

• 3-5 years of Project Management, Program Management or Implementation Management experience within a SaaS environment

• Experience coordinating complex client-facing projects with multiple stakeholders

• Strong organizational skills with excellent attention to detail in fast-moving environments

• Naturally collaborative and able to build strong working relationships across Sales, Customer Success, Product, Engineering, and Services teams

• Comfortable operating in ambiguity and creating structure where processes may not yet exist

• Data-driven mindset with experience using operational metrics and reporting to influence decisions and improve outcomes

• Strong communication skills with the ability to explain non-complex technical or operational concepts clearly to non-technical audiences

• Calm under pressure with strong stakeholder management and escalation handling skills

• Empathetic but confident - able to hold both customers and internal teams accountable while maintaining strong relationships

• Interest in operational excellence, process optimization, and scalable ways of working

• Comfortable experimenting with automation and AI tools to improve onboarding workflows, reporting, communication, and efficiency

Nice to Have

• e-commerce or marketplace technology experience

• Experience working in high-growth SaaS or startup environments

• Familiarity with onboarding metrics, customer journey analytics, or operational reporting

• Experience building playbooks, SOPs, or Project Management frameworks

• Exposure to AI-assisted workflow automation or reporting tools