Partnership Implementation Manager

Partnership Implementation Manager

The Partnership Implementation Manager leads the onboarding and implementation of strategic partnerships, ensuring a smooth transition from sales to service delivery. Acting as the primary liaison between broker partners and internal teams, they coordinate all aspects of implementation including plan setup, system configuration, compliance, and communications while managing multiple projects and aligning cross-functional resources. This role requires strong project management, relationship-building, and problem-solving skills to deliver a seamless partner experience, support operational scalability, and drive continuous process improvements.

The Partnership Implementation Manager is a key strategic position responsible for ensuring the successful onboarding and implementation of strategic partnerships and the members they support. This individual plays a central role in creating a seamless experience for broker partners during the critical transition from sales to service delivery, functioning as the lead coordinator and trusted point of contact throughout the implementation lifecycle.

Acting as the bridge between external broker partners and internal operational teams, the Partnership Implementation Manager is accountable for orchestrating all aspects of implementation including discovery, plan setup, system configuration, compliance alignment, communications, and go-live coordination. The role requires the ability to build customized implementation strategies based on the unique needs of each partner, aligning internal resources and managing cross-functional workflows to ensure timely and accurate delivery of services.

This position demands a high level of strategic thinking, technical acumen, and relationship management. The Implementation Manager must proactively identify potential roadblocks, troubleshoot operational challenges, and ensure that all parties remain aligned and informed at each step. Working across departments such as Sales, Product, Billing, Legal, Customer Support, IT, and Operations, the manager ensures a unified, client-focused approach that reflects our company's standards for service excellence.

Success in this role requires both strong project management and interpersonal skills, as the Implementation Manager frequently interfaces with high-level partner representatives, decision-makers, and internal senior leaders. This role must be able to navigate complex organizational structures, manage competing priorities, and adapt to changing timelines all while maintaining a commitment to responsiveness, professionalism, and partner satisfaction.

In addition to managing active implementations, this role plays a critical part in the ongoing refinement of internal processes and tools that support scalability and efficiency. The Implementation Manager will contribute insights to optimize documentation, improve workflow design, and enhance communication standards to continuously raise the bar for implementation performance.

While this is an individual contributor role, the impact is organization-wide, influencing partner retention, partner satisfaction, and operational scalability. The ideal candidate is detail-oriented, solution-driven, and capable of thriving in a fast-paced, matrixed environment. The ability to balance strategic execution with tactical delivery directly supports the company's growth objectives, strengthens long-term relationships, and reinforces our position as a trusted partner in the marketplace.

Performance Outcomes

Serve as a primary point of contact for new partnerships during the onboarding and implementation process.

Develop and execute detailed implementation plans with clear timelines, milestones, and deliverables.

Manage multiple concurrent implementation projects, ensuring they stay on track, within scope, and aligned with partner expectations.

Facilitate kick-off calls, planning meetings, and weekly status updates with both internal teams and external partners.

Cross-Functional Coordination

Collaborate with internal teams across Sales, Operations, Product, Legal, Billing, IT, and Customer Support to ensure readiness and alignment.

Translate partner and client requirements into actionable tasks for internal stakeholders.

Monitor progress, identify risks or delays, and drive resolution through effective communication and escalation.

Partner & Client Relationship Management

Build and maintain strong, professional relationships with contacts and group clients.

Provide a high level of customer service, setting expectations and ensuring all inquiries and concerns are addressed promptly.

Serve as a trusted advisor throughout the onboarding process, ensuring a positive experience and setting the foundation for long-term success.

Process Improvement & Documentation

Identify gaps, inefficiencies, or bottlenecks in the implementation process and recommend improvements.

Contribute to the creation and maintenance of internal documentation, playbooks, templates, and onboarding resources.

Participate in post-implementation reviews to gather feedback and drive continuous improvement.

Post-Launch Support

Provide knowledge transfer, maintain documentation, and manage timeline of critical activities.

Remain available to support issues that arise post-launch, reinforcing a smooth ongoing operation.

Education, Knowledge, and Experience

Bachelor's degree in business administration, Communications, Healthcare Administration, or a related field is required. Equivalent work experience may be considered in lieu of a degree.

Strong understanding of industries such as insurance, employee benefits, healthcare, financial services, or SaaS. Familiarity with implementation lifecycles, group onboarding, and third-party administration processes is highly desirable.

Minimum of 35 years of experience in implementation, client onboarding, partner operations, or account management preferred.

Experience coordinating cross-functional projects with both internal teams and external stakeholders.

Proven track record of managing multiple projects simultaneously with varying timelines and complexities.

Prior experience working with brokers, consultants, or benefit administrators is a strong plus.

Proficient in project management and collaboration tools (e.g., Smartsheet, Asana, Monday.com, Microsoft Project).

Familiarity with CRM platforms such as Salesforce or HubSpot.

Strong working knowledge of Microsoft Office Suite, especially Excel, Word, and PowerPoint.

Exceptional communication, organizational, and problem-solving skills.

Ability to work independently and manage competing priorities in a deadline-driven environment.

Strong interpersonal skills with a customer-first mindset and the ability to build trusted relationships with partners and internal teams.

Detail-oriented and analytical, with a proactive approach to anticipating and resolving issues.

FLSA Status

Exempt

Physical Requirements / Work Environment

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role is primarily performed in a remote or office-based professional setting, depending on company policy and location.

Must be able to sit or stand at a desk and work on a computer for extended periods of time.

Occasional travel (up to 15%) may be required for partner meetings, team gatherings, or training sessions.

Requires normal vision, hearing, and verbal communication abilities to interact with internal teams and external partners via phone, video conferencing, and email.

The work environment is fast-paced and may require managing multiple priorities and deadlines simultaneously.