The Sr. Manager, Implementation Excellence leads Inspira Financials' implementation standards function, a shared service serving the Partner & Employer Onboarding team. This role is designed to build and manage the infrastructure, tools, and processes that power the onboarding function.
The Sr. Manager will build from the ground up: establishing cross-team standards, designing and delivering training infrastructure, owning the implementation playbook library, managing change in a fast-paced environment, and partnering with internal stakeholders on onboarding best practices and collateral. This role requires a builder mindset - the ability to create structure where little exists, move fast under ambiguity, and earn trust across organizational boundaries.
Duties & Responsibilities:
Tools & Process Design
- Own and evolve the implementation toolset across all platforms, driving prioritization and adoption while eliminating manual tracking workarounds.
- Standardize implementation workflows across employer and partner onboarding, identifying and closing process gaps.
- Build and maintain the infrastructure required to support partner and employer onboarding processes end to end.
Training & Onboarding
- Design and deliver the training curriculum and program for the onboarding team, addressing documented gaps in platform documentation and readiness.
- Build structured onboarding programs for new implementation associates, ensuring rapid ramp to full productivity.
- Partner with the partner onboarding team to codify processes as training content for the broader implementation organization.
- Track and report new platform fluency across the employer group team, providing leadership with visibility into onboarding readiness and capability development.
Change Management
- Lead the change management strategy for new implementation infrastructure, process rollouts, and the ongoing build-out of the onboarding center of excellence.
- Partner with Sr. Director to develop and execute communication plans for platform transitions, process changes, and career framework rollouts.
- Track and communicate the implementation organization's readiness progress to leadership on an ongoing basis.
Playbooks & Documentation
- Build and maintain the implementation playbook library covering all market segments and platforms.
- Document requirements gathering processes for complex implementations, developing templates and standards for Business Analyst-level work.
- Own the white label implementation playbook - defining what varies by partner and what remains standardized underneath.
- Ensure playbooks are living documents, updated continuously based on post-implementation feedback and evolving onboarding best practices.
Implementation Collateral & Stakeholder Partnership
- Partner with marketing and internal stakeholders to develop and maintain client-facing implementation materials and onboarding communications.
- Partner with internal stakeholders to maintain continuous feedback loop to identify opportunities for improvement.
Team Leadership
- Directly manage Implementation Coordinators, providing coaching, direction, and career development.
- Assess and recommend additional dedicated roles (Project Coordinator, Business Analyst) as the team matures and workload warrants.
- Act as interim chair of the Implementation Excellence working group until the function is fully staffed.
- Partner with implementation team leaders to ensure shared service resources are allocated fairly and effectively across teams.